Refund policy
ToutouPets Refund & Remake Policy
Refund & Remake Policy
At ToutouPets, every item is individually made to order based on the photos and customization information provided by the customer. Because our products are personalized and created specifically for you, we generally do not accept returns or exchanges for change-of-mind reasons.
Cancellations
Customers may request a self-service cancellation within 15 minutes of placing an order. After this period, please contact us as soon as possible. Cancellation may still be possible if production has not yet started. Once production has started, the order can no longer be cancelled because the item is being made specifically for you.
Personalized Items
Because all ToutouPets custom products are made from your pet’s photos and specifications, personalized products are not eligible for standard returns or exchanges unless there is a quality issue, damage, or an error on our part.
Minor variations in color, texture, shape, and hand-painted details may occur because each product is individually handmade. These natural handmade variations are not considered defects.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or significantly different from the customization information you provided, please contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos or videos of the item
- Clear photos of the packaging if the item was damaged during shipping
- A brief description of the issue
After reviewing the information, we may offer a remake, replacement, partial refund, or full refund depending on the circumstances.
For eligible quality issues, we will normally prioritize remaking or replacing the item at no additional cost.
Customer-Provided Information
Customers are responsible for providing clear and accurate photos and customization information.
We are not responsible for inaccuracies caused by unclear, low-resolution, heavily filtered, obstructed, or misleading reference photos supplied by the customer.
If you are unsure whether your photos are suitable, please contact us before placing your order.
Returns
Please do not send any product back without contacting us first.
Because our products are personalized, physical returns are generally not required unless we specifically request one during the resolution process.
If a return is required, we will provide return instructions after reviewing your case.
Unauthorized returns may not be accepted.
Refunds
If a refund is approved, it will be issued to your original payment method.
Please note that your bank, card issuer, PayPal, or payment provider may require additional processing time before the refund appears in your account.
Shipping Issues
If tracking shows that your parcel was lost or if the item arrives damaged during transportation, please contact us so we can investigate the shipment and determine the appropriate solution.
Incorrect or incomplete shipping addresses provided by the customer may not qualify for a free replacement or refund.
Contact Us
If you have any questions about your order, remake, refund, or product quality, please contact us through our website contact page or at:
[toutoupetsteam@gmail.com]
This policy does not limit any consumer rights that cannot legally be excluded under applicable law.