Refund Policy
At PetSoul Crafts, every item is handmade and custom-created based on the order details, customization requests, and pet photos provided by our customers. Because each piece is personalized and made specifically for you, all custom orders are generally final once production has started.
We want every customer to feel confident before placing an order. Please read this policy carefully before purchasing.
Custom-Made Products
All products are handcrafted and customized. Slight variations in color, texture, proportions, facial expressions, shape, and artistic interpretation are normal and should be expected.
Each handmade piece is inspired by your pet and created with care, but it will not be an exact photographic replica. Small handmade differences are part of the custom process and make every piece unique.
Customers seeking absolute perfection or exact photographic replication should carefully consider this before placing an order.
Damaged or Defective Items
If your order arrives damaged or contains a clear manufacturing defect, please contact us within 7 days of delivery.
To help us review your request, please provide:
• Your order number
• Clear photos of the item received
• Clear photos of the packaging, if the item arrived damaged
• A brief description of the issue
After review, we may offer one of the following solutions depending on the situation:
• A repair suggestion
• A replacement item
• A partial refund
• A full refund in exceptional cases
Significant Difference From Confirmed Details
If the finished item is significantly different from the confirmed order details or approved customization direction, please contact us within 7 days of delivery.
We will review the issue carefully and may offer a reasonable solution, such as an adjustment, replacement, partial refund, or other suitable resolution.
Please note that normal handmade variations, personal preference changes, or expectations beyond the confirmed custom details are not considered defects.
Non-Refundable Situations
Refunds, replacements, or cancellations are generally not available for:
• Change of mind after production has started
• Personal preference differences
• Slight handmade variations
• Minor color differences caused by screen display or lighting
• Dissatisfaction caused by unclear or incomplete reference information
• Requests for exact photographic replication
• Custom details that were not provided before production
• Orders canceled after the allowed cancellation period
Order Changes and Cancellations
If you need to make changes to your order, please contact us within 24 hours of placing your order. We will do our best to accommodate your request during this period.
After 24 hours from the time the order is placed, orders cannot be canceled, refunded, or significantly modified, because materials, production planning, and handcrafting time may already have been prepared for your custom piece.
For custom orders, a 20% non-refundable deposit may be used to secure materials, planning time, and production preparation. Once order planning or production has started, this deposit is non-refundable.
Additional Adjustments After Delivery
If you would like additional adjustments after receiving your order, please contact us. We are happy to review reasonable requests on a case-by-case basis.
If an adjustment is possible, customers may be responsible for return shipping costs and any additional fees related to the modification request.
Return Shipping
Because our items are custom-made, returns are only accepted when we approve a return or adjustment request.
If a return is approved due to damage, defect, or a confirmed issue with the order, we will provide instructions for the next steps.
If a return or modification is requested for personal preference reasons and we agree to review it, the customer is responsible for return shipping costs.
Refund Processing
If a refund is approved, it will be processed back to the original payment method when possible. Processing time may vary depending on the payment provider.
Contact Us
For any questions regarding returns, refunds, modifications, or cancellations, please contact us through our Contact page.
