Refund policy

REFUNDS, RETURNS AND REPLACEMENTS

For personalized and custom-made products: because each piece is handmade specifically for you, we do not offer returns, exchanges or refunds for change of mind, incorrect selections, or customer-supplied errors after production has begun. Non-personalized (ready-made) products can be returned within 14 days of delivery as described under Change-of-Mind Returns below.

This does not exclude or limit any rights you may have under applicable consumer protection law.

PROOF APPROVAL

For custom orders, we send you a photo proof of your piece for approval before shipping. Please check the likeness, colors, names, spelling, size and other details carefully before approving the proof. Reasonable minor adjustments requested at the proof stage are included.

Once you approve the proof, your order is shipped as approved and generally cannot be changed or cancelled.

If we made an error that was not present in the proof you approved, please contact us so we can provide an appropriate solution.

CHANGE-OF-MIND RETURNS

We do not accept change-of-mind returns or exchanges for personalized, custom-made or made-to-order products.

For non-personalized (ready-made) products, contact us at info@customfeltpet.com within 14 days of delivery before returning anything. Approved products must be unused and returned in their original condition and packaging. Customers are responsible for return shipping costs for change-of-mind returns.

This change-of-mind policy is separate from your rights under applicable law.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order when it arrives and contact us at info@customfeltpet.com as soon as possible if it is damaged, faulty, materially different from its description, or not the product you ordered.

Please include:

Your name and order number
A description of the problem
Clear photographs of the product and packaging
A photograph of the shipping label where relevant

Depending on the circumstances and your rights under applicable law, the available remedy may include a repair, replacement or refund.

HANDMADE VARIATIONS

Each piece is handmade from the photographs you supply, and the finished item follows the proof you approve. Minor variations in fur color, shading, size, texture or appearance may occur because of differences between screens, materials and the handmade process.

These normal variations do not remove any rights relating to products that are faulty or not as described.

INCORRECT PHOTOS OR CUSTOMER DETAILS

Customers are responsible for supplying clear photographs and accurate personalization details.

We are not required to remake an order solely because:

The customer submitted the wrong photograph
A name or other detail supplied by the customer was incorrect
The customer approved a proof containing the relevant detail
The customer selected the wrong size, style, option or delivery address

We will nevertheless assess every request fairly.

LOST OR DELAYED ORDERS

Please contact us if tracking has not updated for an extended period or your order has not arrived within the communicated delivery timeframe.

We will investigate the shipment with the delivery provider. Where an order is confirmed lost or cannot be supplied within a reasonable time, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances and applicable law.

CANCELLATIONS

If production has not begun, we may be able to cancel the order. Personalized orders generally cannot be cancelled after production begins unless required by law.