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Return and Exchange Policy
Return & Refund Policy
Because our jewelry is individually designed and made specifically for each customer, personalized orders are treated differently from standard products. Please review your design preview carefully before approving your order.
We are committed to creating a meaningful piece of jewelry that reflects your pet. If there is a problem with your order, please contact us and we will work with you to find an appropriate solution.
Order Changes & Design Revisions
After you place your order, our design team will create a custom design based on the information and photos you provide. The design preview will be sent to you by email for review and approval.
You may request up to 3 design revisions before giving your final approval. Production will only begin after you approve the final design.
If you need to change your pet photo, engraving information, size, or other customization details, please contact us as soon as possible. Changes can only be made before production begins.
Once production has started, we may not be able to accommodate changes or cancellations because your jewelry has already entered the custom production process.
Shipping Address Changes
If you need to change your shipping address, please contact us as soon as possible with your order number and the correct shipping information.
We will do our best to update your address before your order is shipped. Once your order has been shipped, we cannot guarantee that the shipping address can be changed.
Order Cancellation
You may request to cancel your order before production begins. Please contact us as soon as possible with your order number.
Once your final design has been approved and production has started, cancellation may no longer be possible because your personalized jewelry is made specifically for you.
If we are able to cancel an order after production has started, any refund may be reduced to account for design, production, material, or other costs already incurred.
Damaged, Defective, or Incorrect Items
We carefully inspect each piece of jewelry before it is shipped. If your order arrives damaged, defective, or materially different from the final design you approved, please contact us within 14 days of receiving your order.
Please email us at mypetportraitsservice@gmail.com and include your order number, a description of the issue, and clear photos or videos showing the problem.
After reviewing the issue, we may offer a replacement, remake, repair, partial refund, full refund, or another appropriate solution depending on the circumstances.
If the issue is confirmed to be caused by a manufacturing defect or an error on our part, we will cover the reasonable costs associated with the replacement or resolution.
Custom Design Issues
Because every piece is individually designed, minor differences between the digital design preview and the finished jewelry may occur. Differences in lighting, screen display, surface texture, engraving depth, relief depth, and other physical characteristics do not necessarily indicate a defect.
Our custom pet jewelry is designed to capture the recognizable features and character of your pet. The final appearance may have minor variations due to the original photo quality, image composition, production techniques, and the physical characteristics of 925 Sterling Silver.
We are not responsible for issues caused by incorrect information, photographs, sizes, engraving details, or other customization options selected or provided by the customer.
Returns & Exchanges
Personalized jewelry is made specifically for you and cannot normally be returned or exchanged simply because you changed your mind, no longer want the item, or are dissatisfied with personal preferences regarding the design.
Returns or exchanges may be accepted when the product arrives defective, damaged during delivery, or contains a confirmed production error or significant deviation from the approved design.
Please contact us before sending any item back. Do not return your order to an address without receiving return instructions from our customer service team.
Items Not Covered by Our Return Policy
The following situations are generally not eligible for return, exchange, or refund:
- Changed mind or personal preference after the design has been approved.
- Incorrect pet photo, name, engraving, size, or other information provided by the customer.
- Minor differences in color, texture, relief depth, engraving, or appearance that are within normal production variation.
- Damage caused by misuse, improper handling, accidents, or failure to follow jewelry care instructions.
- Damage caused by exposure to chemicals, perfume, cosmetics, swimming pools, seawater, or other substances that may affect Sterling Silver.
- Normal wear and tear, natural tarnishing, scratches, or other changes that occur through normal use.
- Products that have been modified, repaired, resized, or altered by a third party without our authorization.
Photo & Personalization Responsibility
Customers are responsible for providing clear and suitable photographs and accurate personalization information.
If the submitted photo is low resolution, heavily cropped, blurred, obstructed, or otherwise unsuitable for creating a detailed design, our team may contact you to request a better photo before production.
Please carefully review your design preview and all personalization details before giving final approval. Once the design has been approved and production begins, changes may not be possible.
Refunds
If a refund is approved, the refund will generally be issued to the original payment method.
The amount of any refund will depend on the circumstances of the order and the reason for the refund. Where applicable, shipping charges, customization costs, or other non-refundable costs may not be included in the refund.
Once a refund has been processed, it may take several business days for the funds to appear in your account, depending on your bank or payment provider.
How to Request a Return or Refund
To request a return, replacement, or refund, please contact us at:
mypetportraitsservice@gmail.com
Please include:
- Your order number
- Your name and email address
- A description of the issue
- Clear photos or videos showing the issue, when applicable
Our customer service team will review your request and provide further instructions if a return or replacement is required.
Return Shipping
If a return is required because of a confirmed manufacturing defect, incorrect item, or other error on our part, we will provide appropriate instructions regarding return shipping.
If a return is approved for another reason, the customer may be responsible for return shipping costs unless otherwise agreed.
Important Notice
Because each personalized piece is made specifically for the customer, we strongly recommend carefully reviewing your order information and design preview before giving final approval.
PetGiftsCustom reserves the right to review each return, replacement, cancellation, and refund request individually and determine the appropriate resolution based on the specific circumstances and applicable law.
This policy may be updated from time to time. Any changes will be posted on this page.
Contact Us
If you have any questions about cancellations, returns, exchanges, replacements, or refunds, please contact us:
