Cancellation, Changes, Remakes & Refund Policy

Cancellation, Changes, Remakes & Refund Policy

Every ToutouPets product is individually customized and handmade based on the pet photos and personalization details provided by the customer.

Because personalized products cannot normally be resold once production begins, different cancellation and refund rules apply compared with standard non-customized products.

Please review the following policies before placing your order.

Cancellation Policy

If you would like to cancel your order, please contact us within 12 hours of placing your order.

If your order has not yet entered the design or production stage, we can cancel the order and issue a refund to your original payment method.

Once design or production has begun, we are unable to accept cancellations or refunds due to a change of mind, because work has already started specifically for your pet.

If we are unable to complete your order due to unsuitable reference photos, production limitations, or another issue on our side, we will contact you and may offer options such as:

  • Providing additional or replacement photos
  • Adjusting the order
  • Selecting an alternative solution
  • Receiving a full refund if the order cannot reasonably be completed

Order Modification Policy

If you need to change your:

  • Pet photos
  • Selected size
  • Pet name
  • Pose or appearance request
  • Other personalization details

please contact us within 12 hours of placing your order whenever possible.

If production has not yet begun, we will do our best to accommodate your requested changes.

Once production has started, we cannot guarantee that changes to photos, size, pose, or other major personalization details can still be made.

If we discover during production that your reference photos are unclear, important features are obstructed, or we cannot accurately determine your pet’s appearance, we may contact you using the information provided with your order and request additional photos.

To avoid production delays, please make sure your contact information is accurate and regularly check your email or messages after placing your order.

Remake Policy

Because each sculpture is handmade, small variations in color, proportions, texture, and minor details are normal and are not automatically considered defects.

However, if your finished product contains a clear production error or significant issue that does not reasonably reflect the customization information you provided, please contact us within 7 days of delivery.

Examples may include:

  • Incorrect pet or customization information
  • Major colors or markings clearly produced incorrectly
  • Missing personalization that was included in the confirmed order
  • Significant manufacturing defects
  • Serious damage that occurred before or during delivery

Please provide:

  • Your order number
  • Clear photos of the product you received
  • Your original reference photos when relevant
  • A description of the issue

We will review the situation and determine the most appropriate solution.

Depending on the issue, this may include:

  • Correction or repair
  • Remaking the affected product
  • Replacement
  • Partial refund
  • Full refund when the issue cannot reasonably be resolved through another solution

A remake does not apply simply because of minor handmade variations or subjective differences that fall within the normal nature of handcrafted artistic products.

Refund Policy

Because our products are individually customized using the pet photos provided by each customer, completed products cannot normally be resold.

For this reason, we do not accept returns or refunds for:

  • Change of mind
  • No longer wanting or needing the product
  • Ordering the wrong size when the correct size was selected at checkout
  • Minor handmade variations
  • Subjective differences that do not represent a clear production error
  • Issues caused by inaccurate or incomplete information provided by the customer

However, if your order arrives with:

  • A clear production error
  • A serious quality issue
  • Significant shipping damage
  • The wrong product
  • Another issue for which ToutouPets is responsible

please contact us within 7 days of delivery.

We will review the issue and normally prioritize an appropriate correction, remake, replacement, or reshipment.

If the issue cannot reasonably be resolved through one of these options, we may provide a partial or full refund depending on the circumstances.

Refunds will normally be issued to the original payment method.

Damaged Products

If your order arrives damaged, please contact us within 7 days of delivery and provide:

  • Your order number
  • Clear photos of the damaged product
  • Photos of the outer shipping package
  • Photos of the internal protective packaging

Please keep the original packaging until we have reviewed your case.

After reviewing the evidence, we may provide a replacement, remake, reshipment, partial refund, or full refund depending on the circumstances.

Returning a Customized Product

Please do not send a product back without contacting us first.

Because ToutouPets products are personalized and made specifically for each customer, unauthorized returns may not be accepted.

If a return is necessary, we will provide instructions after reviewing your case.

Important Note About Handmade Products

Every ToutouPets sculpture is individually created and hand-finished based on the reference photos provided.

A handmade sculpture is an artistic interpretation rather than a machine-produced identical replica.

Minor variations in:

  • Color
  • Texture
  • Proportions
  • Small sculptural details
  • Hand-painted details

may naturally occur and are part of the handmade process.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.