At PetPhotoWear, we strive to provide high-quality, personalized products featuring your beloved pets. Due to the custom nature of our items, we have specific policies regarding returns and refunds. Please review this policy carefully before making a purchase.

1. General Return Policy

1.1 Custom Products

All products on our Website are made-to-order and customized according to your specifications. As such, we do not accept returns or exchanges unless the product is defective, damaged, or does not match the order details you provided.

1.2 Exceptions

The following situations qualify for returns or refunds:

  • The item received is defective or damaged.
  • The design or customization does not match the order details submitted at the time of purchase.
  • An incorrect item was sent.

1.3 Non-Refundable Items

The following items are non-refundable:

  • Gift cards
  • Promotional items or free giveaways

2. Reporting an Issue

2.1 Timeframe for Reporting

If there is an issue with your order, you must notify us within 7 days of receiving the product. Requests submitted after this period may not be eligible for a refund or replacement.

2.2 How to Report an Issue

To report a problem, please contact us at support@petphotowear.com and include the following:

  • Your order number
  • A detailed description of the issue
  • Photos of the product clearly showing the problem (e.g., damage, incorrect design, etc.)

3. Refunds and Replacements

3.1 Defective or Damaged Items

If the product is confirmed to be defective or damaged, we will offer the following options:

  • Replacement: A new product will be produced and shipped at no additional cost to you.
  • Refund: If a replacement is not feasible, we will issue a refund to your original payment method.

3.2 Incorrect Orders

If you receive an incorrect product, we will arrange for a replacement with the correct design or a full refund.

3.3 Refund Processing Time

Refunds will be processed within 5-10 business days after the issue is confirmed. The time it takes for the refunded amount to appear in your account may vary depending on your payment provider.

4. Cancellations and Changes

4.1 Order Cancellations

Orders can be canceled within 24 hours of purchase, provided production has not started. After this period, cancellations may not be possible due to the custom nature of the products.

4.2 Order Changes

If you need to modify your order (e.g., change the uploaded photo or design), please contact us at support@petphotowear.com within 24 hours of placing the order. We will do our best to accommodate your request.

5. Shipping Costs

5.1 Non-Refundable Shipping Fees

Shipping costs are non-refundable unless the issue was caused by an error on our part (e.g., defective product, incorrect item).

5.2 Return Shipping

In the rare event that a return is required, we will provide detailed instructions. Return shipping costs are typically covered by the customer unless the return is due to a mistake on our end.

6. International Orders

For international orders, please note:

  • Refunds will not cover customs duties, taxes, or import fees.
  • Replacement orders may be subject to the same customs clearance processes and timelines as the original shipment.

7. Non-Delivery Claims

7.1 Lost Packages

If your order has not arrived within the estimated delivery time, please contact us at support@petphotowear.com. We will investigate the matter and, if necessary, arrange for a replacement or refund.

7.2 Incorrect Address

If a package is returned due to an incorrect or incomplete address provided by the customer, we may charge additional shipping fees to resend the package.

8. Contact Us

If you have any questions or concerns about this Return and Refund Policy, please contact us:

PetPhotoWear

Email: support@petphotowear.com

Thank you for choosing PetPhotoWear for your personalized pet-themed products. Your satisfaction is our priority!