Refund policy

REFUND & RETURN POLICY

Thank you for shopping with [Petart shop].

Because all of our products are custom-made and handcrafted based on the photos and information you provide, we generally do not accept returns or refunds for non-quality-related reasons.

Please read our policy carefully before placing an order.

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1. Custom-Made Products

All of our products are:
- Custom 3D printed and/or handcrafted
- Made specifically for your pet or personal request
- Unique and not suitable for resale

For this reason, we do not offer returns or refunds due to:
- Change of mind
- Personal preference
- Expectations not matching personal taste
- Minor color, size, or texture variations

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2. Eligible Reasons for Return or Refund

We will gladly offer a replacement or refund if your item meets one of the following conditions:
- The product arrives damaged
- There is a manufacturing defect
- The product significantly differs from the approved order details
- We made an error in production

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3. Timeframe for Claims

If there is an issue with your order, you must contact us within **14 days of delivery**.

Requests submitted after 14 days will not be eligible for a refund or replacement.

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4. Evidence Required

To help us resolve your issue quickly, please provide:
- Your order number
- Clear photos or videos showing the issue
- A brief description of the problem

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5. Refunds (If Approved)

Once your claim is reviewed and approved:
- Refunds will be issued to the original payment method
- Processing time may take 5–10 business days depending on your payment provider

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6. Replacements

In most cases, we will offer a free replacement instead of a return, as custom items cannot be resold.
Replacement production times may vary depending on the product.

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7. Return Shipping

If a return is required due to our error or a defective product:
- We will cover the return shipping cost, or
- We may ask you to provide photo/video evidence instead of returning the item

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8. Non-Returnable Items

The following items are non-returnable and non-refundable:
- Custom-made or personalized products (except for eligible reasons stated above)
- Gift cards
- Digital products

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9. Order Cancellations

- Orders can be canceled within **24 hours** of purchase.
- Once production has started, cancellations are no longer possible.

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10. Contact Us

If you have any questions about our Refund & Return Policy, please contact us