We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

To start a return, you can contact us at petfamilydiy@gmail.com. Please note that returns will need to be sent to the refered address

 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

You can always contact us for any return question at petfamilydiy@gmail.com.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

contact us:petfamilydiy@gmail.com

 

Exceptions / non-returnable items

Certain types of items cannot be returned,custom products (such as special orders or personalized items) and other exception notes on product page. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at petfamilydiy@gmail.com.

 

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.