Refund policy

Return Policy & Satisfaction Guarantee

Return Policy
We offer a 15-day return policy, meaning you can request a return within 15 days of receiving your item.

Eligibility for a return:

  • The item we receive back must be in the exact same condition as when you first received it;
  • Unworn, unused, with all tags attached;In its original packaging;
  • A receipt or proof of purchase is required;
  • Please take photos upon delivery. Return requests must include these delivery photos to confirm whether the issue is a product defect or caused after use.
  • Contact us immediately via Email or WhatsApp

⚠️ Please note:

  • Return shipping costs are the customer’s responsibility, and a 10% processing fee will be deducted from refunds.
  • If the returned item materially differs from the submitted delivery photos/videos, we may decline the request.

 

Damages & Issues
Please inspect your order upon arrival and take photos immediately as proof. If the item is defective, damaged, or incorrect, contact us right away so we can evaluate and resolve the issue.

 

Exceptions / Non-returnable Items
Certain items cannot be returned:

  • Perishable goods (food, flowers, plants);
  • Custom/personalized products (⚠️ refundable only if defective or damaged during shipping);
  • Some products with long production times are not eligible for full refunds and may only receive partial compensation, based on the extent of damage(Custom Framed Plush Pet Portrait；Custom Pet Memorial Plush Cuddle Clone)
  • Personal care items (beauty products);
  • Hazardous materials, flammable liquids, or gases.
    Additionally, sale items and gift cards are non-returnable.

 

Exchanges
The fastest way is to return the item first. Once approved, we will send a replacement based on your original order, and warranty coverage will continue.

 

European Union 15-Day Cooling-Off Period
For EU orders, you have the right to cancel or return within 15 days, without giving any reason. Conditions as above apply.

 

100% Satisfaction Guarantee
Since all products are custom-made, change-of-mind returns are not accepted.
However, we provide a 100% Satisfaction Guarantee:

  • If the finished piece does not meet your expectations, please describe the issue (include edit notes, delivery and issue photos/videos);
  • We will review your case and provide a solution (adjustments, remake, exchange, or compensation);
  • Contact Window: Within 15 days of delivery;
  • Return Authorization (RMA): Do not send items back without approval. Return addresses vary by product and will be provided once approved;
  • Processing Time: Once approved (and if a return is required, after receipt and inspection), refunds or replacements will be completed within 10 business days.

 

📩 Contact Us

Please include your order number.