🔑 Core Policy: No Standard Returns
As every item is handcrafted based on your uploaded photos and specifications, we do not accept returns or exchanges for:
✅ Correctly produced custom designs
✅ Change of mind / wrong size selection
✅ Minor color variations (screen display differences)
Why? Your personalized product cannot be resold to others.
🛡️ Exceptions: Our Quality Promise
If your order arrives with manufacturing defects or significant deviations from your request, contact us within 30 days of delivery for solutions:
| Issue Type | Resolution | Cost to You |
|---|---|---|
| Minor defect (e.g., small scratch) | Partial refund (20-50% of item value) | $0 |
| Major defect (e.g., wrong photo engraving) | Free remake + shipping | $0 |
| Irreparable damage (e.g., broken in transit) | Full refund or free remake | $0 |
⚡ How to Request Assistance
Step 1: Email within 30 days
➤ To: mypetdiy1@gmail.com
➤ Subject: Quality Claim – Order # [Your Number]
Step 2: Provide evidence
Attach:
- 📸 3+ high-res photos/videos showing defects
- 📝 Description of the issue
- 🖼️ Your original uploaded photo for comparison
Step 3: Await response
We will:
- Acknowledge within 24 business hours
- Propose resolution in 2-3 business days
- Ship remakes within 5 business days (if approved)
⚠️ Important Notes
| Key Terms | Details |
|---|---|
| ❌ Non-refundable fees | Original shipping fees (unless our error) |
| 📦 Return shipping | Never required – we provide prepaid labels for defective item returns |
| 🕒 Remake timeline | 2-15 days production + 5-30 days shipping |
| 🔒 Fraud prevention | Claims may require notarized affidavit for high-value orders (>$300) |
🌍 International Customers
- Customs duties/taxes on remakes are your responsibility
- Damaged items must be returned to the nearest regional hub
🐾 Why We’re Different
“We pour love into every custom piece. If it fails to honor your pet’s uniqueness, we’ll make it right – period.”
– MyPet DIY Founder