Refund policy

Custom Products – No Returns or Exchanges

All our products are handcrafted to order – each piece is made specifically for you and your pet. Therefore, we do not accept returns or exchanges for reasons such as "I don't like it" or "It's not what I expected."

Please read the following carefully before ordering. If you have any questions, feel free to contact us – we're happy to clarify.

When Are After-Sales Claims Accepted?

If any of the following occurs, please contact us within 48 hours of delivery with a complete unboxing video:

  • Severe damage during shipping (e.g., exposed wire, broken body parts)

  • Obvious mismatch from the confirmed custom request (e.g., completely wrong colors or pose)

We will review the case and provide repair solutions or partial compensation accordingly.

What Is NOT Considered a Defect?

The following are normal characteristics of handmade items and do not qualify for returns or refunds:

  • Slight handmade marks (e.g., uneven texture, minor asymmetry)

  • Slight color fading from pastel coloring (we've noted this in advance)

  • Flattened or messy fur from shipping (a small comb is included – simply brush it back)

  • Color differences due to different devices or lighting

  • Minor measurement errors (± a few millimeters)

The Only Proof We Accept: A Full Unboxing Video

For any after-sales claims, a complete unboxing video is required. Please make sure:

  • You start recording from the outer package or shipping label

  • You continue filming until the inner package is fully opened

  • The recording is continuous and unedited

  • The product is clearly visible in the footage

We cannot process any claims without a complete unboxing video. Please keep it safe until you're fully satisfied with your order.

Order Modifications

  • All custom details are locked at the time of order confirmation. Please make sure you've fully discussed and confirmed every detail (size, pose, color, fur length, coloring method, etc.) with our customer service before placing your order.

  • If modifications are requested after ordering, additional fees will apply depending on the production progress.

International Orders

Shipping costs vary by region and order. Please refer to the checkout page for the exact rate.

A Final Note

We understand that every custom order comes from love for your furry friend. That's why we pour our heart into every photo we receive and every wire we twist. At the same time, we hope you understand – handmade items have their natural limitations. They're not perfect, but they're made with sincerity.

If you're unsure, feel free to browse our Gallery or reach out to us. We're always happy to help you feel confident before you order.