Returns & Refunds
A clear policy for work made only for you.
Effective date: July 15, 2026. Because our keepsakes are personalized from individual pet photos, they cannot usually be restocked or resold. We still review damage, errors, and material quality issues carefully and will offer an appropriate solution when we are responsible.
Before production begins
Contact us as soon as possible if you need to cancel or change an order. If production has not begun and no custom design work, material preparation, or maker allocation has taken place, we can generally cancel the order and issue a refund to the original payment method.
Address corrections, note changes, and replacement photos are easier to accommodate before production. Submit changes through Order Support and do not place a duplicate order unless our team asks you to.
After production begins
Once custom design or physical production has started, cancellation is not guaranteed. Personalized work, allocated maker time, prepared materials, and completed stages cannot be returned to inventory. If cancellation is still possible, any approved refund may be reduced by the value of work and non-recoverable costs already incurred.
Previews and reasonable revisions
Where a finished-piece preview is included, customers can review the visible custom details before packing. Revision availability and scope depend on the product and order confirmation. Requests should focus on reasonable adjustments that are possible in the selected material.
A preview is not a promise of photographic or machine-perfect duplication. Handmade texture, scale, color interpretation, and small differences are part of the character of the work and are not automatically defects.
Damage, incorrect items, and material defects
Contact [email protected] within 7 days of delivery if the item arrives damaged, is materially different from the approved order details, or has a workmanship problem. Include the order number and clear photos of the item, packaging, shipping label, and issue.
After review, we may offer a repair, reasonable adjustment, replacement, remake, partial refund, full refund, or another appropriate resolution. The available remedy depends on the issue, production method, shipping evidence, and applicable law. Do not return an item without return instructions from our team.
What is not normally eligible
- Change of mind after personalized production has begun.
- Normal handmade variations that were visible in an approved preview.
- Differences caused by unclear, filtered, incomplete, or inaccurate customer reference material.
- Requests to change the pet, pose, product, size, or core design after substantial work is complete.
- Delivery problems caused by an incorrect customer-provided address or refusal to pay import charges.
- Damage caused after delivery by misuse, moisture, heat, pets, children, improper storage, or unauthorized repair.
Nothing in this policy limits consumer rights that cannot legally be excluded.
Refund timing
Approved refunds are sent to the original payment method whenever possible. We will confirm when the refund has been submitted, but the payment processor and financial institution control when the credit appears. Original shipping, return shipping, duties, and customs charges are refundable only when required by law or expressly included in the approved resolution.
How to request help
Sign in to Order Support or email [email protected]. Include the order number, a concise description, and supporting photos. We may request additional images or return the item for inspection before finalizing a remedy.