Refund policy

Overview

Because most of our products are made specifically for you (including your dog’s name and photo), we generally do not accept returns or offer refunds for personalized items, except where required by law or in limited circumstances described below.

If you have any questions, please contact us at pawffice@goodboysinternational.com

Personalized Dog Certificates (Custom Products)

Final Sale

All personalized dog certificates (digital certificates and framed/printed certificates) are custom-made based on the information and images you submit. For this reason, all personalized items are final sale and not eligible for return, cancellation, or refund once an order has been placed.

This includes, without limitation:

  • certificates containing customer-submitted dog photo(s)

  • custom name text

  • custom design elements and layouts produced through our configurator/customizer

Exceptions (Damaged, Defective, or Incorrect)

We will replace or provide an appropriate remedy for personalized items only if:

  1. the product arrives damaged or defective, or

  2. we made an error (e.g., incorrect print compared to the submitted order data), or

  3. you received the wrong item

To request support, you must email us at pawffice@goodboysinternational.com within 7 days of delivery, including:

  • your order number

  • clear photos of the item and packaging

  • a short description of the issue

If approved, we will arrange a replacement, reprint, or other resolution at our discretion.

Digital Certificates

Because digital certificates are delivered electronically and are generated based on customer-submitted content, digital certificate purchases are non-refundable once delivered or made available for download—except in cases where:

  • the file cannot be delivered due to an error on our end, or

  • the file is materially defective (e.g., corrupted, unreadable)

If there is an issue accessing or downloading your certificate, contact us and we will make it right.

Merchandise & Non-Personalized Items

Non-personalized merchandise or other items that we may sell on our store (such as apparel or accessories), may be eligible for returns.

For eligible non-personalized items, we offer a 30-day return policy, meaning you have 30 days after receiving the item to request a return.

Return Eligibility (Non-Personalized Items Only)

To be eligible for a return:

  • item must be unused and in original condition

  • in original packaging

  • with proof of purchase

To start a return, contact pawffice@goodboysinternational.com. If accepted, we’ll provide return instructions and a return label where applicable.

Returns will need to be sent to:
Svoboda 30, 1231 Sofia, Bulgaria

Items sent back without an approved return request will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if your item is damaged, defective, or incorrect. We will evaluate the issue and provide a replacement or other solution where appropriate.

Exchanges

We do not offer direct exchanges. If you are eligible for a return (non-personalized items only), you can return your item and place a new order separately.

European Union – 14-Day Right of Withdrawal

If your order is shipped into the European Union, you may have the right to withdraw from the purchase within 14 days, without giving any reason, subject to applicable law.

Important: The right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalized, including our personalized dog certificates.

Refund Processing (Where Applicable)

If your return is approved (non-personalized items only), we will notify you after inspection. Approved refunds will be processed back to your original payment method within 10 business days.

If more than 15 business days have passed since approval, please contact us at pawffice@goodboysinternational.com