Refund policy

Last updated: October 21, 2026

A personal tote, with your approval first

Your tote is made specifically from your pet's photo. You review the artwork before we send it to print.

Cancellations and changes

Email contacto@unbuenpaso.com with your order number as soon as possible. You may cancel for a full refund before we submit your approved design to production, including if you decide not to approve the artwork. Once production has been submitted, we cannot promise changes or cancellation.

Please check the pet's expression, markings, name and spelling before approving. Approval does not remove your rights if the tote is defective, damaged, incorrect or materially different from the approved design.

Returns for change of mind

Because each tote is personalized, we do not accept change-of-mind returns or exchanges after production has been submitted, except where applicable law requires otherwise. Please check the product dimensions and print details before ordering.

Damaged, defective or incorrect totes

If your tote arrives damaged, has a printing or manufacturing fault, is the wrong item, or materially differs from the approved artwork, contact us promptly, ideally within 30 days of delivery. Include your order number and clear photos of the item, issue and packaging where relevant. This helps us resolve the issue and raise a supplier claim; it does not limit any longer statutory rights you may have.

We will arrange an appropriate replacement at no extra cost or a refund for the affected item and applicable shipping charges. If a return is needed for an error or defect, we will provide instructions and cover the return cost. Please do not send products to our correspondence address or to a supplier without instructions.

Small differences between screen colors and ink on natural canvas can occur. These do not excuse a faulty or materially misdescribed product. If you are unsure, send us a photo and we will review it.

Refunds and missing orders

Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to display the credit. Contact us if a parcel is missing or marked delivered but cannot be found; we will investigate and provide the remedy required for your case. See our Shipping Policy for shipment delays and cancellation rights.

Earlier purchases and your rights

This policy applies to new personalized tote orders. It does not retroactively reduce the refund promises made when you purchased our former digital products. Nothing in this policy excludes mandatory consumer rights under applicable law.