Refund policy

At JNW Paw, we want you to shop with confidence. If for any reason you are not satisfied with your purchase, please review our return and refund guidelines below:

1. Returns (7-Day No-Reason Return)

  • Customers may return items within 7 days of delivery without providing a reason.
  • Items must be unused, clean, and in their original packaging to qualify.
  • Return shipping costs are the responsibility of the customer unless the item is damaged or incorrect.
  • All custom-made or personalized items are final sale and are not eligible for return or exchange.

2. Size Exchange

  • We offer one free size exchange per order. (Excluding customised products)
  • Customers are responsible for the delivery/shipping fees associated with sending the item back and receiving the replacement.

3. Damaged or Incorrect Items

  • If you receive an item that is damaged or incorrect, please notify us within 24 hours of delivery and provide photo/video evidence.
  • Once verified, we will issue either a free reshipment of the correct item or a full refund—based on your preference.

4. How to Initiate a Return or Exchange

Contact our support team by sending email to support@jnepaw.ae with your order number and issue details.
Our team will provide instructions for returning or exchanging your item.

  • Order Changes
    Order changes must be requested via email within 24 hours of purchase. Requests made after this time frame cannot be guaranteed.
  • Returns & Exchanges
    If your order qualifies for a return or exchange, our team will provide detailed instructions by email.
  • Refund Method
    Approved refunds are generally issued to the original payment method used at checkout.
  • Non-Refundable Deposit
    A non-refundable deposit of 20% of the total price is required to secure your place on our waiting list. This allows us to allocate time and resources to your custom portrait.
  • Cancellation Before Production
    If you cancel your order before production begins, any payments made will be refunded excluding the 20% non-refundable deposit.
  • Cancellation After Production Begins
    Once production has started, cancellations are no longer accepted, as significant time and materials have already been invested in creating your one-of-a-kind piece.
  • Handcrafted Disclaimer
    Each portrait is handcrafted and made to order, and we sincerely appreciate your understanding and support of the time and care involved in creating a unique artwork.

5. Refunds

  • Approved refunds will be processed back to your original payment method within 5–10 business days (depending on your payment provider).