Refund & Returns Policy

Effective date: August 24, 2025

At Hapixar, every order matters. Many of our products are made to order or personalized for pet lovers, dog moms, dog dads, and Dachshund fans, so our return and refund policy is designed to be fair, clear, and helpful.

Custom & Personalized Items

Custom and personalized items include pet portraits, name-personalized apparel, engraved ornaments, custom artwork, and other made-to-order products.

Because these items are created specifically for you, they are generally final sale once production begins. However, you are still protected if the item arrives damaged, defective, incorrect, incomplete, lost in transit, or materially different from the approved proof or product description.

Non-Custom Items

Eligible non-custom items may be returned within 30 days of delivery if they are unused, unwashed, with tags if applicable, in original condition, and free of pet hair, odors, stains, damage, or signs of wear.

Clearance items, last-chance items, e-gift cards, and items marked final sale are not returnable unless they arrive damaged, defective, incorrect, or not as described.

Issues Covered

• Damaged item upon arrival
• Defective product or poor print quality
• Wrong item, size, or color sent by mistake
• Missing or incomplete order
• Product significantly different from the image, description, or approved proof
• Qualifying lost-in-transit packages

What Is Not Covered

• Buyer’s remorse
• Wrong size, color, or product selected by the customer
• Incorrect shipping address entered at checkout
• Minor color differences caused by screen settings, materials, lighting, or print runs
• Normal wear and tear, improper washing, misuse, pet hair, odors, stains, or signs of wear
• Shipping delays caused by carriers, customs, weather, holidays, or other events outside our control

Cancellations & Order Changes

Custom orders may be canceled within 12 hours of purchase or before proof approval, if applicable. After this window, production may have started and cancellation or changes may not be possible.

Lost or Delivered Packages

If tracking shows no movement for 10+ business days within the United States or 20+ business days for international shipments, please contact us with your order number.

If tracking shows delivered but you have not received the package, please wait 48 hours, check with household members, neighbors, mailroom, front desk, or building management, then contact us within 7 days of the delivery scan.

Return Shipping & Refunds

If the issue was caused by our error, we will cover return shipping when a return is required. For buyer’s remorse, size preference, or other non-error returns on eligible non-custom items, the customer is responsible for return shipping.

Approved refunds are issued to the original payment method. Please allow 5–10 business days for your bank or payment provider to post the refund after it has been processed. Original shipping fees are non-refundable unless the issue was caused by our error.

International Orders

International customers are responsible for customs fees, import duties, VAT/GST, taxes, local carrier charges, and international return shipping unless the issue was caused by our error.

How to Start a Return or Report an Issue

Please email us at support@hapixar.com within the required timeframe and include your order number, item name, reason for your request, and clear photos if the item is damaged, defective, incorrect, incomplete, or not as described.

Please contact us before sending anything back. Returns sent without approval may not be accepted.

Fair Use

We may refuse returns or refunds for items that show excessive wear, alteration, misuse, contamination, pet hair, odors, or signs of return abuse.

By placing an order, you agree to this Refund & Returns Policy, our Shipping Policy, and our Privacy Policy.