Refund policy

Return & Refund Policy

Last updated: October 12, 2026

At GenZ Loves Dogs, every order is made to bring your dog's personality to life. Because our products feature personalized designs, we want to make sure you understand our return and refund policy before placing an order.

If something goes wrong with your order, we're here to help.

1. Reporting a Problem With Your Order

If your product arrives damaged, defective, or with a printing or manufacturing issue, please contact us within 14 calendar days of the delivery date.

To help us assess your request fairly and efficiently, please email genzlovesdogs@gmail.com with the following information:

Your order number so we can identify your purchase.
Clear photos of the product, the affected area, and the original packaging.
An unboxing video, ideally recorded continuously from before opening the package until the product has been fully inspected.
Relevant timestamps, including the date and time of delivery and, where possible, the date and time the unboxing video was recorded. If you notice a defect during the video, please identify the approximate timestamp at which it appears.
A description of the issue, explaining what went wrong and when you first noticed it.

Why is unboxing documentation important?

We strongly recommend documenting the entire unboxing process. Videos, timestamps, and clear photos help us verify the condition of your product upon arrival and determine whether the issue may be related to shipping, printing, or manufacturing.

Submitting clear, consistent, and relevant evidence can significantly strengthen your refund request and help us reach a decision more quickly. Requests supported by sufficient documentation are generally easier to assess than requests with limited evidence.

Please ensure that your photos and videos accurately represent the product and the issue being reported. Do not edit or alter evidence in a way that misrepresents the item's condition.

While unboxing videos and timestamps are strongly encouraged, we understand that not everyone may be able to record the process. The absence of an unboxing video does not automatically disqualify a request; we may consider other available evidence when reviewing your case.

All refund requests are assessed individually, and submitting documentation does not guarantee approval.

Requests should be submitted within 14 calendar days of delivery. Exceptions may apply where required by applicable law.

2. Eligible Reasons for a Refund

We may offer a refund or another appropriate resolution for the following issues:

Damaged products: Your item arrives physically damaged.
Printing issues: The design has a significant printing defect, such as smudging, missing sections, or other substantial printing errors.
Manufacturing defects: Your product has a manufacturing fault that affects its quality, usability, or intended function.
Incorrect items: You receive a product that differs from what you ordered.
Other fulfillment issues: Your order has a verified problem attributable to production or fulfillment.

All requests are reviewed individually. We may request additional information or photographs before making a decision.

Minor variations in color, placement, or appearance between a digital preview and the finished product do not necessarily constitute a defect.

3. Reasons We Do Not Accept Returns or Refunds

Because our products are personalized and made specifically for each customer, we generally do not accept returns, exchanges, or refunds for the following reasons:

Incorrect size selected: Please check the size chart carefully before placing your order.
Change of mind: You no longer want the product after purchasing it.
Personal preference: You simply don't like the product or design after receiving it, provided it matches the order and is not defective.
Incorrect customization submitted by the customer: You supplied the wrong photo, selected the wrong available option, or approved an incorrect customization.
Issues clearly disclosed before purchase: The product matches its description and disclosed specifications.

Please review your selected size, product details, and personalized design carefully before completing your purchase.

These exclusions do not override any consumer rights that cannot legally be waived.

4. Do I Need to Return the Product to Receive a Refund?

Not always.

In many cases, we may issue a refund without requiring you to return the product. Depending on the nature of the issue, we may ask you to keep the item rather than send it back.

For other cases, we may request additional evidence or arrange an appropriate return or replacement where necessary.

Please do not send any product back without contacting us first and receiving return instructions. Unauthorized returns may not be processed.

Our decision will depend on the circumstances of your case, the evidence provided, and applicable consumer protection requirements.

5. How to Request a Refund

To request a refund, follow these steps:

Email genzlovesdogs@gmail.com within 14 calendar days of delivery.
Include your order number and a description of the problem.
Attach clear photographs and any supporting documentation you have.
Wait for our team to review your request and respond.

Our team aims to review your request and reply within 1–3 business days. More complicated cases may require additional time if further information is needed.

Please note that this is our response and review timeframe, not a guarantee that every refund will be approved within that period.

6. How Refunds Are Issued

Once your refund has been approved, it will be issued to the original payment method used for your purchase.

For orders paid through PayPal, the refund will be sent to the PayPal account associated with the original transaction.

Refund processing times may vary depending on the payment provider and your financial institution. After we initiate the refund, it may take additional time for the funds to appear in your account.

We cannot guarantee the exact date on which a refund will become available.

7. Order Cancellations and Changes

Our products are personalized and may enter production shortly after an order is placed.

If you need to change or cancel your order, please contact us as soon as possible at genzlovesdogs@gmail.com.

We will do our best to assist you, but we cannot guarantee that changes or cancellations will be possible once production has started or the order has shipped.