Terms of service

Last updated: November 3, 2026

1. Seller and scope

These terms apply to purchases from pawtokeep.com. Your seller is Josef Darwish, a sole proprietor trading as PawToKeep, Meiselstraße 15–17/7/22, 1150 Vienna, Austria. Shopify provides our ecommerce platform and is not the seller of your order. Contact: service@pawtokeep.com or +43 670 3567872.

2. Orders and contract formation

Product listings invite you to place an order. Before submitting it, review the products, quantities, options, personalization, delivery details and total price. Placing an order using the payment button submits an order with an obligation to pay. We email an order acknowledgement. We accept your order when we expressly confirm acceptance, release it for production or dispatch it, whichever occurs first.

We may decline an order before acceptance for a genuine reason such as unavailable goods, unusable personalization data, a clear pricing error, suspected fraud or a legal restriction. If we decline it, we refund any payment taken. If an accepted order cannot be fulfilled, we will contact you and provide the remedy required by law; we will not substitute an item or increase your agreed price without your agreement.

3. Personalized products

We make personalized jewelry and keepsakes using the photo, name, text and options you provide. Check spelling, photographs, finish, size, pendant quantity and any back engraving carefully. A mistake in information supplied by you that we accurately reproduce is not automatically a production error by us. If a photo is unsuitable or key details are missing, we will contact you before completing the personalization.

Engraved portraits interpret your photograph on the available metal surface; they are not full-colour photographic prints. Photo quality, contrast, lighting, fur detail and engraving size affect the result. Minor screen-colour or craftsmanship variations do not remove our obligation to supply the described product, and this explanation does not excuse an incorrect or defective engraving.

4. Uploaded photos and content

Only upload photos or text you are entitled to use for the requested personalization. You authorize us and the service providers involved in your order to process and adapt that content as needed for design, engraving, manufacture, fulfillment and support. You retain your rights to your original content. Placing an order does not by itself grant us permission to use your private uploaded photos in advertising or social media. Any promotional use requires a separate appropriate permission. We may refuse unlawful content or content that infringes another person's rights.

5. Changes and cancellations

Contact us immediately if you wish to correct or cancel an order. Before personalized production begins, we will try to accommodate the request and confirm whether it is possible. Once personalized production begins, voluntary changes or cancellations are no longer available. This does not restrict mandatory rights relating to faults, non-delivery or other legal grounds for cancellation.

6. Prices and payment

The price and currency shown for your order at checkout apply. Available currencies, payment methods and taxes depend on your market and address. Shipping and other applicable charges are shown before you submit the order. Any import duties or taxes payable separately must be disclosed as required by applicable law. Later price changes do not alter an accepted order.

Payment is taken through the methods available at checkout. Payment providers may apply their own terms and, where relevant, currency-conversion charges. Provide accurate billing and payment details.

7. Offers, bundles and free gifts

Eligibility, included products and any conditions of an offer are those clearly displayed before purchase. A free gift is not a cash payment and cannot be exchanged for its advertised reference value. The personalized nature of a free or discounted item does not remove your rights if it is defective. We do not automatically charge a gift's advertised value when you exercise a statutory remedy. We honour the offer accepted with your order.

8. Production and delivery

Our current estimated arrival is 7–14 days from your order, including preparation and delivery, subject to the information shown before checkout. This is an estimate, not a guaranteed arrival date. Production requires a usable photo and complete personalization details; waiting for missing information can extend the estimate.

We deliver to the United States, United Kingdom, Canada, Australia and New Zealand, subject to address eligibility at checkout. We currently offer free shipping with no minimum order value. Specialist production and fulfillment partners may dispatch an order directly; our Vienna business address is not necessarily its place of manufacture or dispatch. See our Shipping Policy for details.

If a material delay arises, we will inform you and provide any choice to wait or cancel that applicable law requires. If we cannot fulfil your order, we refund the unfulfilled purchase as required by law. Risk does not normally pass to you merely when we hand the parcel to a carrier we selected. Incorrect customer-supplied addresses may result in reasonable actual redelivery costs where legally permitted.

9. Returns and the 100-Day Engraving Guarantee

Personalized and engraved products cannot be returned, exchanged or refunded simply because you change your mind. We do not offer a voluntary 30-day return scheme. Any applicable mandatory withdrawal rights for non-personalized items remain available.

Our additional 100-Day Engraving Guarantee covers engraving errors made by us, engraving production defects and a pet portrait that is not recognizable from the supplied photo. Contact us within 100 days of delivery. We review the issue and arrange a free remake or replacement, including delivery, for a covered claim. This is not a money-back guarantee. The full scope, exclusions, claim steps and cost arrangements are in our Returns, Refunds & Guarantee Policy.

Your statutory consumer rights are not limited by this policy or by our 100-Day Engraving Guarantee. These include applicable rights relating to faulty, damaged, incorrect, misdescribed or undelivered goods. Where the law entitles you to a repair, replacement, price reduction, cancellation, refund or compensation, those rights continue to apply, including after the 100-day guarantee period.

10. Faults and liability

Contact us if your order is damaged, faulty, incorrect or missing. An order number or other proof of purchase and helpful photos make it easier to investigate; photographs and original packaging are not a condition of statutory rights. We remain responsible for the remedies required by applicable consumer law, including where a refund is required instead of replacement. The additional guarantee does not shorten legal warranty periods.

Our liability is governed by applicable law. Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury, fraud, intentional or grossly negligent conduct, or mandatory product-liability and consumer protections.

11. Website content and privacy

Site text, images, videos, designs, names and logos may be protected by intellectual-property rights. Use beyond what the law permits requires the relevant rights holder's permission. Information about customer data, photos, cookies and service providers is in our Privacy Policy.

12. Complaints and applicable law

Please send complaints to service@pawtokeep.com so we can try to resolve them. Where legally required, we will provide information about the relevant alternative dispute resolution body. We are not committed to voluntary consumer arbitration unless separately agreed or required by law.

Austrian law applies to the extent permitted, excluding the UN Convention on Contracts for the International Sale of Goods. This choice does not deprive a consumer of mandatory protections of their country of habitual residence. Statutory jurisdiction rules apply; no exclusive Austrian court is imposed where this would restrict your consumer rights.

13. Versions and order records

The terms and promises in force when you placed your order apply to that order. Later changes do not remove rights already acquired. Our store's contract language is English; earlier orders retain their original terms and language. Keep your confirmation email and the applicable policies for your records. If part of these terms is unenforceable, applicable law replaces it and the rest remains effective to the extent legally permitted.