Refund and cancellation policy

Last updated 11 October 2026

This page explains, in plain words, when you can cancel a Lockette order and get your money back. It summarises sections 6 to 9 of our Terms of Sale. If anything here differs from the Terms of Sale, the Terms of Sale apply.

1. Cancel before we start

You can cancel any order by email before we start work on it, and we refund you in full.

If we cannot deliver within the time stated in the Terms of Sale (at most 3 working days after payment, or after you send your gift for review if you finish it after paying), you may also cancel for a full refund.

2. 14-day "Works or your money back" guarantee

If the card, AR moment or gift page does not work for you and we cannot fix it, email us within 14 days of delivery and we refund you in full.

• After a refund, the gift page is switched off.
• One guarantee refund per buyer.
• It does not apply to a gift page switched off because it broke our Acceptable Content Policy or the law.
• This guarantee is on top of your legal rights, not instead of them.

3. Faulty or not as described

If the PDF, AR moment or gift page is faulty or not as described, tell us. We will fix it, remake it or refund you. Your statutory rights for faulty or not-as-described products are not affected.

Supported devices: a recent phone with a camera and Chrome (Android) or Safari (iPhone/iPad). Please try the free sample page before buying.

4. How to ask

Email [email protected] with your order email address and, if you have it, the gift link. Tell us what went wrong. We reply as soon as we can.

5. How you are refunded

Refunds go back to the original payment method through Stripe, our payment provider. We start the refund once we agree it. Your bank or card issuer usually shows it within 5 to 10 working days; the exact time depends on them.

6. Who we are

PAWRUP DIGITAL ENTERPRISE (SSM no. 202503318426 / PG0579828-V), C-9-5 Central Residence, Jalan Sungai Besi, 57100 Kuala Lumpur, Malaysia.