🔑 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 TypeResolutionCost 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 TermsDetails
❌ Non-refundable feesOriginal shipping fees (unless our error)
📦 Return shippingNever required – we provide prepaid labels for defective item returns
🕒 Remake timeline2-15 days production + 5-30 days shipping
🔒 Fraud preventionClaims 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