Refund, Return & Cancellation Policy

Last updated: 15 August 2026

This policy applies to orders placed with TierConnect UG (haftungsbeschränkt) through CraftMyPaw. Nothing in this policy excludes or limits mandatory consumer rights under applicable law.

1. Personalised products and the right of withdrawal

CraftMyPaw products made from an uploaded pet photograph, pet name, text, or other individual customer instructions are not prefabricated and are clearly personalised. Under Section 312g(2)(1) of the German Civil Code (BGB) and Article 16(c) of Directive 2011/83/EU, the statutory fourteen-day right of withdrawal does not apply to these products.

A personalised order is therefore binding once the purchase contract has been concluded. It cannot be cancelled or returned merely because you change your mind. This applies even if physical production has not yet started. Approval of the 3D preview does not create or restart a right of withdrawal.

This exception does not affect your statutory rights if a product is defective, damaged, incorrect, not as described, or otherwise not in conformity with the contract.

2. Design work, 3D preview, and voluntary cancellation

After your order and required pet photograph have been received, we commission individual design work to prepare your 3D preview. Physical production begins after you approve the preview. The preview is part of the personalised production process and is not sold as a separate digital product.

Before you approve the 3D preview, you may contact us to request a voluntary cancellation. Because there is no statutory right of withdrawal for the personalised product, acceptance of this request is at our discretion. If we accept it, we will retain €9.90 for the custom design work already commissioned and refund the remaining amount.

After you approve the preview or physical production has begun, voluntary cancellation is no longer available. If you do not respond to the preview email, physical production remains on hold. Please contact us at service@craftmypaw.com. If we later agree to cancel the order before preview approval, the same €9.90 design-cost rule applies.

Cancellation and refund timeline

Stage	What happens	Refund position
Order placed → preview completed	We receive your order and prepare the personalised preview.	If we accept a voluntary cancellation before preview approval, we refund the amount paid minus the €9.90 design-work fee.
Preview sent → awaiting your approval	The preview is sent by email and physical production is on hold.	You may contact us to request cancellation; acceptance remains at our discretion.
Preview approved	You approve by replying to our email; production may begin.	No voluntary cancellation or refund is available after approval, except where mandatory statutory rights apply (for example, defects or non-conformity).

3. Non-personalised goods

This section applies only to a standard, non-personalised item sold separately. It does not apply to a product made from your pet photograph or other individual instructions.

If you are a consumer in the European Union, you generally have fourteen days after receiving an eligible non-personalised item to withdraw from the distance contract without giving a reason. Send a clear statement before the period expires to service@craftmypaw.com or to TierConnect UG (haftungsbeschränkt), Friedrich-Stroh-Str. 16, 71522 Backnang, Germany.

You must return the item without undue delay and no later than fourteen days after notifying us. You bear the direct return cost for a non-defective withdrawal. The item may be handled only as necessary to establish its nature, characteristics, and functioning; you may be responsible for any resulting loss in value from additional handling.

If you validly withdraw, we will reimburse the applicable payments, including the cost of our least expensive standard delivery option where required by law. We may withhold reimbursement until we receive the item or you provide evidence of return, whichever occurs first.

4. Defective, damaged, incorrect, or non-conforming products

All products, including personalised products, remain covered by the mandatory legal guarantee. Within the European Union, this is generally at least two years from delivery, subject to any longer mandatory protection in the customer’s country.

Please inspect the parcel after delivery and contact service@craftmypaw.com promptly if the product is defective, damaged in transit, incorrect, or not as described. A prompt report helps us investigate, but it is not a seven-day exclusion period and does not shorten your statutory rights.

Please provide your order number and, where useful, photographs showing the issue. Depending on the circumstances and the applicable law, the remedy may be repair or replacement and, where the legal conditions are met, a price reduction, contract termination, or refund.

If a return is required, please wait for our instructions and send the product to TierConnect UG (haftungsbeschränkt), Friedrich-Stroh-Str. 16, 71522 Backnang, Germany. We will provide a prepaid return label where reasonably practicable or reimburse the necessary and reasonable postage. TierConnect UG bears the necessary return costs for defective or otherwise non-conforming products.

Approval of a 3D preview does not waive statutory conformity rights. Minor production or colour variations that were clearly disclosed before purchase and remain within the agreed product description are not automatically defects.

5. Refund processing

Approved refunds are issued without undue delay to the original payment method unless another method is expressly agreed. We do not charge a refund-processing fee. Banks and payment providers may require additional time to display the credit.

6. Contact

For cancellation, return, or defect questions, contact:

TierConnect UG (haftungsbeschränkt)
Friedrich-Stroh-Str. 16
71522 Backnang, Germany
Email: service@craftmypaw.com

7. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract for an eligible, non-personalised product.

To: service@craftmypaw.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

____________________________________________

Ordered on / received on: ____________________

Name of consumer(s): ________________________

Address of consumer(s): ______________________

Signature of consumer(s) (only for paper notices): ____________________

Date: ____________________