Refund policy
1. Our Satisfaction Commitment
Every product is handcrafted and custom-made to capture the spirit of your beloved pet. Because each item is one-of-a-kind, we cannot accept general returns. However, we want you to feel confident ordering from us, so we provide a Satisfaction Guarantee and a limited refund policy under the conditions below.
2. Before Production
- You may cancel your order within 24 hours of purchase for a full refund.
- After 24 hours, production begins, and cancellation is no longer possible.
3. During & After Production
- We share preview photos for your confirmation before shipping.
- Once you approve and we ship, refunds are not available, except for the following cases:
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- Major quality defects (wrong pet breed, obvious errors, severe damage).
- Lost or undelivered shipment.
4. How Refunds Work
- Full refund: If your item never arrives or is severely damaged due to our error.
- Partial refund / remake: For minor issues, solutions will be offered on a case-by-case basis.
- Shipping fees and third-party payment charges are non-refundable.
- Return shipping, if required, is the buyer’s responsibility (unless clearly our fault).
5. Exclusions
Refunds will not be granted if:
- The product matches the preview/confirmation photos, but differs from your imagination.
- Normal handmade variations occur (color, fur texture, small details).
- The customer provides the wrong shipping address or refuses delivery.
6. Processing Time
- Refund requests are reviewed within 5 business days.
- Approved refunds will be issued within 7–10 business days to your original payment method.
7. Final Note
Our goal is to deliver a keepsake that warms your heart. We carefully review every case and promise to offer the fairest solution possible.