Refund and Return Policy

Return and Refund Policy

Our policy lasts 30 days. If 30 days have passed since the delivery date, unfortunately, we can’t offer you a refund or return.

Return Policy

We will allow returns or exchanges only if there is an error on our part.

All items are made to order and customized according to the customer's specifications, including color, personalization, and other design details. Due to the high level of customization for every single order, we cannot accept returns. We apologize for any inconvenience this may cause and thank you for your understanding.

  • If there was an error on our part, photos will be required for verification, and the item will be replaced promptly at no additional cost.

Refund Request

We accept refund requests in the following situations:

  1. Lost or Missing Orders: If the package is lost during transit or items are missing due to our service delivery failure.
  2. Cancellation/Exchange Errors: If we missed a customer’s order cancellation or exchange request made within 24 hours after the order was placed.
  3. Not as Described: If the product’s variant, appearance, or quality does not match what was described on the product page.
  4. Defective Products: If the product is faded, damaged, or missing pieces upon arrival.

We do not accept refund requests in these situations:

  • Lost orders due to incorrect customer address provided at checkout.
  • Undamaged items where the customer simply changes their mind.
  • Products damaged due to customer mishandling or misuse.

Refund Amount

Full Refund:

  • Cancellation within 24 hours of placing the order.
  • Before design proofs are sent for approval.

Partial Refund:

  • After design proofs are sent but before production starts. A charge of $5–$15 per design applies (depending on the complexity).
  • For eligible refund requests after shipping, a partial refund including the shipping fee will be processed.

Refund Method

Refunds will be processed using the original payment method:

  • For PayPal payments, the refund will be credited to your PayPal balance.
  • For credit card payments, the refund will be credited back to the sender’s card (processing may take up to 30 days depending on the card issuer).
  • For bank payments, the refund will be credited to your bank account.

Required Actions

To request a return or refund, please provide the following:

  1. Proof of purchase (digital receipt or order notification email).
  2. The reason for the return or refund request, along with any supporting photos or videos.

Important:

  • Please wait for our confirmation before returning any items.
  • Customers are responsible for return shipping costs unless the issue was caused by our error.
  • Lost return shipments are not eligible for a refund.

If the issue was our mistake, we will provide a pre-paid shipping label free of charge.

Expected Time for Refund

Once we receive and inspect the returned item, we’ll notify you of the approval or rejection of your refund via email. If approved, the refund will be processed within 7 business days.

Late Refunds

If you haven’t received your refund yet:

  1. Check your bank account or PayPal balance.
  2. Contact your credit card company or bank as processing times may vary.
  3. If you’ve followed these steps and still have not received your refund, please contact us at hello@cutie.dog.