Refund policy
RETURN AND REFUND POLICY
At The Claw and Order, we take pride in the quality of every product we create. Due to the nature of our products, all sales are final. We do not offer returns, exchanges, or refunds under general circumstances.
Refund Eligibility — Damaged or Defective Products Only
Refunds are strictly limited to products that arrive damaged or defective. If your order arrives in a damaged or defective condition, you must contact us within 48 hours of delivery with clear photographs showing the damage or defect, along with your order number. Claims raised after 48 hours will not be entertained.
Non-Refundable Conditions
To be clear, refunds or replacements will not be issued for:
- Change of mind, wrong size selection, or buyer’s remorse
- Minor variations in colour, texture, or print placement due to the handcrafted or printed nature of our products
- Normal wear and tear after use
- Products that have been used, washed, altered, or are no longer in original condition
- Items without original packaging or tags
- Delayed delivery caused by courier partners or unforeseen circumstances
- Orders shipped to incorrect or incomplete addresses provided by the customer
How to Report a Damaged or Defective Product
To report a damaged or defective product, email us at meow@theclawandorder.com within 48 hours of delivery with the following:
- Your order number
- Clear photographs of the damaged or defective product
- A brief description of the issue
Our team will review your claim within 3–5 business days. If approved, we will offer either a replacement or a refund to the original payment method, at our sole discretion. The decision of The Claw and Order regarding any refund or replacement claim shall be final and binding.
Refund Processing
Approved refunds will be processed within 7–10 business days from the date of approval. Please note that your bank or payment provider may take an additional 5–10 business days to reflect the refund in your account. The Claw and Order is not responsible for any delays caused by your bank or payment gateway.
Return Shipping for Damaged Products
In the case of approved damage claims, we may require the product to be shipped back to us before processing the refund or replacement. Return shipping instructions will be provided by our team. Unless explicitly stated otherwise, return shipping costs for damage claims will be borne by The Claw and Order. However, we reserve the right to deduct return shipping costs from the refund amount if the claim is found to be inaccurate upon inspection of the returned product.
Cancellations
Order cancellations are only accepted if requested within 12 hours of placing the order and before the order has been dispatched. Once an order has been shipped, it cannot be cancelled, and the standard no-refund policy applies.
