Refund Policy

This policy applies to all custom-made products on this site, including custom pet portrait digital art, custom canvas prints, custom blankets, custom mugs, and all other personalized products. All products on this site are one-to-one custom-made items that cannot be resold, and we do not offer no-reason returns or exchanges. For any after-sales issues, please contact us via email.

Our after-sales refund rules strictly follow the after-sales standards of our partner production facility, and are divided into two scenarios: “Before Printing (digital artwork production stage)” and “After Printing (final design confirmed and submitted to production)”.

I. Refund Rules Before Printing (digital artwork in production, not finalized, not yet submitted for production)

This stage refers to: the designer is creating the pet portrait digital file, the customer has not yet confirmed the final design, and the website has not pushed the order to the production facility.

1. Refundable Circumstances

• A refund may be requested when the finished portrait severely does not match the customer’s actual pet — such as facial features / body shape recognition errors, or large-scale distortion that is clearly recognizable as “not resembling” by general aesthetic judgment.
• If you do not reply to our design proof email within 7 business days, we reserve the right to pause or cancel your order and issue a full refund. We are not liable for delays caused by repeated design revisions or lack of response from you. All design approvals must be communicated via email for record-keeping. Custom production lead time starts only after your written email approval to begin production.

2. Non-Refundable Circumstances

• Subjective reasons such as personal preference, disliking the style, dissatisfaction with colors, unmet expectations, or finding the artwork unattractive are not accepted for refunds or order cancellations;
• Drawing deviations caused by blurry photos, incorrect angles, heavy obstruction, or low image quality provided by the customer are not eligible for refunds;
• Requests for mid-process changes, repeated revisions, or canceling the order on a whim are not supported for refunds;
• Minor style differences, artistic embellishment, and normal artistic brushstroke variations fall within the normal scope of custom creation and are not eligible for refunds.

3. Refund Request Timelines and Procedures

• Any objection must be raised before the customer confirms the final design (i.e., before submission to production). Once the customer confirms the final design, refund requests under this stage will no longer be accepted;
• After our platform verifies the claim as valid, a full refund will be issued to the original payment method.

II. Refund Rules After Printing (final design confirmed, submitted for production / shipped)

This stage refers to: the customer has confirmed the digital portrait, and the website has pushed the order to the partner production facility, entering the printing, packaging, shipping, and delivery process. All custom-printed products do not support no-reason returns, exchanges, or refunds. Only the following issues may qualify for standard after-sales handling; all other cases are non-refundable.

1. Valid Circumstances for Refund or Reshipment After Printing

(1) Product Quality and Workmanship Issues

• Printing errors, missing print, peeling print, misaligned print, or incomplete patterns;
• Factory workmanship defects, damage, stains, or production flaws;
• Visible, clear mismatches between the actual product and the size, material, style, or color specified on the product page.

(2) Factory Shipping Errors

• Missing or short-shipped products / accessories;
• Wrong style, size, or specification shipped, inconsistent with the customer’s order;
• Factory shipping mistakes such as mislabeled or missing shipping labels, or using a carrier other than the one selected for the order, resulting in failure to deliver.

(3) Logistics / Shipping Abnormalities

• Damaged outer packaging or damaged product upon delivery;
• Packages confirmed lost by the carrier, or tracking showing long-term stagnation with no updates;
• Orders marked as shipped but with no pickup record for an extended period, eligible for after-sales handling.
• Logistics anomalies caused by incorrect shipping address or contact information provided by the customer are not eligible for reshipment or refund.

2. Circumstances Absolutely Not Eligible for After-Sales / Refund After Printing

• Subjective reasons such as personal dislike, style mismatch, expectation gaps, or finding the product unattractive;
• Normal color differences caused by computer / mobile monitor calibration or photo lighting variations, which are considered normal industry ranges;
• Minor differences between the preview design images and the actual product, or reasonable tolerances in stated dimensions and weight;
• Minor loose threads, easily wipeable small stains, slight printing odor, or recoverable minor creases;
• Products that have been washed, used, damaged, or intentionally damaged by the customer;
• After-sales requests must be submitted within 30 days from the customer’s successful delivery/signature; requests after this period will not be accepted. For packages confirmed lost or never successfully delivered, the 30-day after-sales period is calculated from the date the order is marked as shipped;
• Delays or abnormalities caused by force majeure events such as war, natural disasters, or flight restrictions.

3. Rules for Multi-Item Orders

For orders containing multiple items, only the specific item(s) with quality issues may apply for corresponding after-sales handling; items that are intact and problem-free are not eligible for separate refunds.

4. Refund Amount Standards

• The refund is based on the actual amount paid for the goods + shipping fees; portions from coupons, discounts, or promotional reductions are not refunded;
• For partially abnormal multi-item orders, shipping fees are proportionally deducted based on the number of problematic items;
• Customers are not required to return the physical product; after-sales can be processed once the required documentation is provided.

5. After‑Sales Documentation Requirements & Processing Timelines

(1) Required Documentation To apply for after-sales, please provide: order number, clear photos / videos of the problematic product, and relevant abnormal evidence.

(2) Processing Timeline After-sales requests will be acknowledged within 3 business days (extended for holidays); Standard after-sales cases are resolved within 3–4 business days; disputed orders take up to 7 business days.