Refund policy
Return and Refund Policy
Each ZOYOPAW portrait is custom-made from your pet’s photos and personalized specifically for you. Because of the nature of our products, custom, personalized, and made-to-order items are not eligible for standard returns or exchanges.
Cancellations and Order Changes
Please carefully review all order information before placing your order, including your pet photos, names, engraving details, colors, sizes, personalization options, and shipping information.
If you need to change or cancel your order, please contact us at l595864925@gmail.com within 12 hours of placing your order.
We will do our best to accommodate your request if production has not yet begun. Once production has started, the order cannot normally be changed or canceled.
Preview & Approval
Preview approval is included with every custom portrait at no additional cost.
During the preview process, you may request reasonable adjustments that remain within the selected product style and confirmed order details.
Major changes that require redesigning or restarting the portrait may require an additional fee. If an additional fee applies, we will always confirm it with you before proceeding.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery and contact us as soon as possible if your portrait:
- Arrives damaged;
- Has a defect;
- Is different from the confirmed order details;
- Is the wrong item; or
- Has another issue caused by us.
Please contact l595864925@gmail.com with your order number and clear photos showing the issue.
Once we have reviewed the information, we will provide an appropriate solution depending on the circumstances. This may include a replacement, remake, partial refund, full refund, or another reasonable resolution.
Please do not return an item without contacting us first.
Custom and Personalized Products
Because every ZOYOPAW portrait is individually created from customer-provided photos and personalization details, we do not accept returns or refunds for:
- Change of mind;
- Personal preference after the approved customization has been completed;
- Incorrect names, dates, engraving text, colors, sizes, or other information provided by the customer;
- Unsuitable or low-quality reference photos where the limitations were inherent in the images provided;
- Incorrect shipping information provided by the customer; or
- Other issues that are not caused by a defect, damage, incorrect fulfillment, or an error by us.
As each portrait is handmade, minor variations in color, texture, carving, painting, stitching, and other handcrafted details may naturally occur. These variations are part of the handmade character of the product and are not considered defects.
Exchanges
We do not offer exchanges for custom, personalized, or made-to-order products.
If your order arrives damaged, defective, incorrect, or there is an error caused by us, please contact us. We will review the issue and provide an appropriate solution, which may include a replacement, remake, partial refund, or full refund depending on the circumstances.
Return Shipping
If we determine that a physical return is required because the item is damaged, defective, incorrect, or there is an error caused by us, we will provide return instructions.
Please do not send your order back without prior authorization.
Where the issue is confirmed to have been caused by us, we will provide instructions regarding any applicable return shipping arrangements.
Refunds
If a refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days after the refund has been processed for it to appear on your account. Processing times may vary depending on your bank, credit card company, or payment provider.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at l595864925@gmail.com.
Contact
For questions regarding cancellations, damaged or defective products, refunds, or other order issues, please contact:
l595864925@gmail.com