Returns and Refunds
Returns & Refund Policy
This policy covers all products and services sold at Pawneko Creative Studios via pawnekocreativestudios.com. Please read it before purchasing. By completing a purchase or booking, you agree to the terms below.
1. Services — Sessions, Workshops & Studio Rental
1.1 General policy
All service bookings are non-refundable. Once a session, workshop, or studio rental booking is confirmed and payment received, the booking fee is not refundable under any circumstances.
1.2 Rescheduling
| Notice given before session | Fee | Availability |
|---|---|---|
| 48 hours or more | Free | Any available slot |
| 24–47 hours | SGD $20 | Any available slot |
| Under 24 hours | SGD $30 | Subject to availability — not guaranteed |
Maximum one free reschedule per booking per 12-month period. Rescheduling fees must be paid before the new slot is confirmed.
1.3 Cancellations by client
Cancelled bookings are non-refundable. A credit note equal to the session value may be issued at our sole discretion, valid for 6 months from the cancellation date. Credit notes are non-transferable and cannot be exchanged for cash.
1.4 Cat illness exception
If your cat is unwell before the session, please do not attend. Free rescheduling with no time limit applies in this case — contact us as early as possible with a brief description. This exception does not apply to scheduling conflicts or changes of mind.
1.5 Cancellation by Pawneko Creative Studios
In the rare event that we need to cancel (studio unavailability, equipment failure, illness, or circumstances beyond our control), we will offer:
- A full rescheduled session at your earliest convenience, or
- A full refund to your original payment method
We will not be liable for additional costs incurred in connection with a cancelled session (transport, pet travel, etc.).
1.6 Private event deposits
The 50% deposit paid to confirm a private event date is non-refundable under any circumstances. The remaining balance is refundable if cancelled more than 14 days before the event. Cancellations within 14 days: full balance forfeited.
2. Physical Products — Stationery Bundles, Prints & Merchandise
2.1 Damaged or incorrect items
If your item arrives damaged or you receive the wrong product, contact us within 48 hours of delivery at pawsitively.neko@gmail.com with:
- Your order number
- A clear photograph of the damaged or incorrect item
- A brief description of the issue
We will arrange a replacement or refund at our discretion. Claims made after 48 hours of delivery cannot be accepted.
2.2 Change of mind
We do not accept returns or offer refunds for physical products on the basis of change of mind. Please review your order carefully before checkout.
2.3 Items lost in transit
If your order has not arrived within 14 days of the dispatch notification, contact us and we will investigate with the postal carrier. If the item is confirmed lost, we will arrange a replacement or refund.
3. Digital Products
3.1 General
Digital products (preset packs, journalling templates, e-guides) are non-refundable once downloaded. By completing your purchase you confirm you understand that digital files cannot be returned.
3.2 Download issues
If you experience a technical problem accessing or downloading your digital product, contact us within 7 days of purchase at pawsitively.neko@gmail.com and we will resolve the issue or re-send the download link.
Download links are active for 30 days from purchase. Please download and save your files before the link expires.
4. Photography Session Deliverables
Edited photographs are delivered via Dropbox within 5 business days of the session. Dropbox links are active for 60 days from delivery — download your photos before the link expires. We are not obligated to re-deliver after this period.
Photo counts stated per package (e.g. "8 edited photos") are a guide. Where a cat does not cooperate during the session, we deliver the best available shots — this is not grounds for a refund if the full session time was honoured.
5. Gift Vouchers
- Gift vouchers are non-refundable and non-exchangeable for cash.
- Valid for 12 months from the date of purchase.
- Expired vouchers cannot be reactivated.
- Vouchers are transferable — the code may be gifted to another person.
6. Credit Notes
Credit notes issued under this policy are valid for 6 months from the date of issue. They are non-transferable, non-refundable, and cannot be exchanged for cash. They may be applied as full or partial payment against any future booking or product purchase at Pawneko Creative Studios.
7. How to Contact Us
For all returns, refund, or exchange queries:
- Email: pawsitively.neko@gmail.com
- Instagram DM: @pawneko.photography
We aim to respond within 2 business days. Please include your order number or booking reference in all correspondence.
Nothing in this policy affects your rights under Singapore's Consumer Protection (Fair Trading) Act (CPFTA).