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- SAFE PAYMENTS

With global payment options, your payment at Petfamilydiy.com is secure and fast.

- LOGISTICS GUARANTEE

1. Provide accurate logistics tracking service for each parcel!
2. Full refund with packages damaged or not delivered.

- SECURITY & PRIVACY

Protecting your privacy is IMPORTANT to us! We DO NOT sell your personal information and your information will only be in accordance with our privacy policy in order to improve better service.

- CUSTOMER SERVICE

Our customer service is always here, and we look forward to hearing from you!
Contact via petfamilydiy@gmail.com, we will be with you very soon!

Customized Product Refund Policy

I. Scope of Application

This policy applies to all products designed and produced based on personalized customer requirements (e.g., custom sizing, patterns, text, materials, etc.). It does not apply to standard or non-customized products.

II. Non-Refundable Circumstances

Due to the unique nature of customized products, refunds or returns will not be accepted in the following cases:

Customer Errors

l Mistakes in design files, text content, dimensions, or other specifications provided by the customer (e.g., typos, color discrepancies, incorrect sizing).

l Cancellation requests due to personal reasons after the customer has confirmed the design proof or sample.

Production Stage

l Production has already commenced (e.g., materials have been cut, printed, engraved, etc.).

l Customized materials cannot be resold (e.g., specialty fabrics, engraved metals, etc.).

Subjective Preferences

l Dissatisfaction with subjective aspects like color, material texture, etc. (product descriptions and samples serve as the reference standard).

III. Refundable Circumstances

Customers may request a full or partial refund under the following conditions:

Seller Liability

l The product significantly deviates from the final design proof confirmed by the customer.

l The product has quality defects (e.g., damage, functional failures).

Shipping Damage

Damage during transit, provided valid evidence is submitted (e.g., photos, videos).

Delivery Delays

Failure to deliver within the agreed timeframe (excluding force majeure). The customer may cancel the order and request a refund.

IV. Refund Process

Customers must contact customer service（petfamilydiy@gmail.com） within 48 hours of delivery and submit evidence (e.g., photos, videos, order number).

The seller will review and respond with a resolution within 5 business days.

Approved refunds will be issued to the original payment method (processing time varies by payment platform).

V. Alternative Solutions

For non-refundable orders, the following options may be offered (subject to mutual agreement):

Free Revisions: For minor fixable issues (e.g., replacement parts, partial repairs).

Discount Compensation: A partial credit for future purchases.

Remanufacturing: Reproduce the item with the customer covering material and labor costs.

VI. Disclaimer

Refunds may be denied if disputes result from ambiguous or incomplete customer-provided information.

  Delays caused by force majeure (e.g., natural disasters, pandemics) exempt the seller from liability.

VII. Customer Acknowledgment

Placing an order constitutes acceptance of this policy. Customers are advised to:

l Carefully review design proofs and order details.

l Consult customer service before purchasing to clarify customization requirements.

VIII. Policy Updates

This policy may be revised periodically. The latest version will be published on the official website.

Important Notes:

l Customized products are unique; ensure thorough communication of requirements before purchase.

l Retain all communication records (e.g., chat logs, approved files) for dispute resolution.