Refund, Cancellation and Return Policy

Every accepted Felt Pet Portraits commission is created for a particular customer and pet. Personalized artwork cannot normally be placed back into stock or resold. For that reason, change-of-mind cancellation and return options are more limited than they are for ready-made goods.

This policy explains those limits while preserving your rights when an item is faulty, materially not as described, damaged in transit, incorrectly supplied, or otherwise protected by applicable law.

Policy Summary

• Contact us as soon as you think an order needs to change or be cancelled.
• Any deposit, staged payment, and cancellation treatment will be disclosed before payment.
• Before work begins, cancellation may be possible, subject to a clearly disclosed deposit and costs already incurred to the extent permitted by law.
• After planning, material preparation, or handwork begins, a personalized order normally cannot be cancelled for a full refund merely because you changed your mind.
• Personalized goods are normally not returnable for change of mind.
• Faulty, materially incorrect, or transit-damaged goods remain eligible for the remedy required by applicable law.
• Do not return artwork or pet hair without receiving private return instructions.

1. Your Statutory Rights

Nothing in this policy limits a right that cannot lawfully be excluded. Consumer rules vary by country and may give you a repair, replacement, price reduction, cancellation, or refund when goods are faulty, not as described, or not supplied as agreed.

Some countries exempt goods made to the customer’s specifications or clearly personalized from an ordinary cooling-off or change-of-mind right. That exception does not remove rights relating to faults, misdescription, damage, fraud, or other mandatory protections.

2. Before an Order Is Accepted

An inquiry or quote request can be withdrawn at any time before the order is accepted. If no payment has been taken and no separate paid service has been supplied, there is nothing to refund.

Submitting photographs or the inquiry form does not by itself create an order or reserve a queue position.

3. Deposits and Payment Stages

If your order requires a deposit, the amount and whether any portion is non-refundable will be shown before you pay. A disclosed non-refundable deposit may compensate for reserved studio time, planning, administration, sourcing, and the lost opportunity to accept another commission, but only to the extent permitted by applicable law.

If no deposit is used, the order confirmation will state the payment schedule that applies. We will not rely on a deposit percentage or cancellation fee that was not disclosed before payment.

4. Cancellation Before Work Begins

Request cancellation immediately through WhatsApp or the online inquiry form. If we confirm that active planning, sourcing, material preparation, or creation has not begun, we will review the amount paid and refund the cancellable balance. A properly disclosed non-refundable deposit and non-recoverable customer-specific costs may be deducted where lawful.

Payment-processing fees will be treated according to applicable law and the disclosures made before payment. We will not deduct an undisclosed fee.

5. Cancellation After Work Has Begun

Once Emma has begun customer-specific planning, reference preparation, material sourcing, structural work, felting, or another substantive part of the commission, ordinary cancellation is generally unavailable because the work is personalized and cannot readily be resold.

You may still contact us. If we agree to cancel as a courtesy, any refund will be assessed from the order record and may be reduced by:

• The disclosed deposit.
• Work already completed.
• Customer-specific or non-returnable materials.
• Approved third-party costs already incurred.
• Any other deduction permitted by applicable law and disclosed to you.

If mandatory law requires a different result, the mandatory rule controls.

6. Order Changes

Ask for a correction as soon as possible. We cannot guarantee a change after work begins.

A minor correction within the original brief may be possible without changing the price. A new pet, different product, larger size, new pose, substantially different reference, additional accessory, new destination, or faster deadline may require a revised quote and schedule.

If a requested change is not feasible, you may choose to continue with the accepted scope. Any cancellation remains subject to the stage reached and this policy.

7. Preview and Revision Requests

If a preview stage is included in your product description, quote, or order confirmation, review it carefully and respond within the stated period.

Included adjustments, if any, are limited to reasonable changes within the agreed scope. Examples may include correcting a visible marking or refining a small detail that was supported by the original references. A complete redesign, different pose, changed pet, altered structure, or request based on new information may require an additional fee.

Preview images are viewed through cameras and screens. A minor difference between screen color and physical fiber color is not by itself proof of a defect.

Approval of a preview does not remove rights concerning transit damage, an incorrect item, or a fault that could not reasonably be identified from the preview.

8. Change-of-Mind Returns

Because portraits are made to your specifications, we do not normally accept a return or provide a refund because:

• You changed your mind after work began or after delivery.
• The recipient no longer wants the gift.
• You prefer a different size, pose, color interpretation, or format that was not part of the accepted order.
• A requested event date was not expressly guaranteed.
• The finished piece contains normal handmade variation consistent with the agreed description.

This section does not apply where local law provides a non-waivable right or where the item is faulty, materially not as described, damaged in transit, or incorrectly supplied.

9. Faulty, Incorrect, or Materially Not-as-Described Work

If you believe the delivered piece has a construction fault, is not the product ordered, or materially differs from the accepted description, contact us with:

• Your order reference.
• A clear explanation of the issue.
• Photographs in neutral light from relevant angles.
• Photographs of the parcel, internal packaging, shipping label, and damage where relevant.
• Confirmation that the item has been stored and handled according to the care guidance.

We will compare the item with the accepted scope, reference record, any preview, and the characteristics of handmade felt work. Depending on the issue and applicable law, a suitable remedy may be repair, adjustment, remake, replacement, price reduction, or refund.

An artistic difference is not automatically a defect. However, the personalized nature of the work does not excuse a genuine fault or material failure to supply what was agreed.

10. Transit Damage

Inspect the package promptly after delivery. If the parcel or artwork is damaged, contact us as soon as possible, preferably within 7 calendar days, so carrier evidence can be preserved. A shorter notice request does not remove a legal right that cannot be limited.

Keep all packaging and do not attempt repair before receiving instructions. The carrier or insurer may require photographs of the outer box, shipping label, internal protection, damaged area, and complete item.

We will assess the evidence and, where appropriate, open a carrier claim. The available remedy will depend on the damage, repair feasibility, insurance, and applicable law.

11. Lost or Undelivered Outbound Orders

If tracking stops updating or shows an exception, contact us and confirm the delivery address. We may ask the carrier to trace the parcel or wait for the carrier’s investigation period.

If a shipment is confirmed lost, we will provide the remedy required by law and consider whether a remake or refund is appropriate. A scan marked delivered requires investigation with the carrier and delivery location; it is not automatically treated as either proof of customer receipt or proof of loss.

Additional charges may apply when a shipment is returned or lost because the customer supplied an incorrect address, refused required customs action, failed to collect the parcel, or requested redirection, except where law places responsibility elsewhere.

12. Pet Hair and Other Approved Customer-Supplied Material

Do not send pet hair until Emma approves the material and provides private instructions. Inbound shipping to the studio is a separate customer-to-studio journey and may be affected by carrier and customs rules.

Because pet hair can be irreplaceable:

• Send only the amount requested and keep a portion when possible.
• Use the instructed packaging, order reference, and tracked service where available.
• Do not send wet, contaminated, unidentified, excessive, or unapproved material.
• Confirm before shipment whether unused material will be returned, retained for a stated period, incorporated, or otherwise handled.

We cannot guarantee arrival while material is in third-party transit. If it arrives damaged, contaminated, delayed, or incomplete, we will contact you to discuss feasibility and timing. If the commission cannot proceed, any refund will be determined by the order stage, costs already incurred, responsibility for the event, and applicable law.

If we fail to follow an agreed handling instruction after receiving the material, contact us so the matter can be investigated and an appropriate remedy considered. Nothing in this policy excludes liability that cannot legally be excluded.

13. Returns for Adjustment or Repair

Do not mail a portrait back without written authorization. Contact us first to receive the current private return address, packaging instructions, customs description, and tracking requirements.

An unauthorized return may be delayed, rejected by a carrier or customs authority, delivered to the wrong location, or incur avoidable charges.

• If the return is required because of a verified fault or our error, we will handle reasonable return costs as required by applicable law.
• If we agree to a customer-requested modification that is not due to a fault, the customer is responsible for approved return shipping, re-delivery, duties, and the modification fee disclosed before the work proceeds.
• Use protective packaging and tracking. Insurance may be required for higher-value work.

14. Refund Method and Timing

Approved refunds are normally returned to the original payment method unless that is impossible or another lawful method is agreed. Processing time depends on the payment provider and financial institution.

We will confirm the amount and initiate the refund within the period required by applicable law. Shipping, duty, insurance, and payment amounts will be included or excluded according to the reason for the refund, the order terms, and mandatory law.

Store credit will not replace a cash refund where the law requires a monetary refund.

15. Gifts

Refunds are normally handled with the purchaser and returned to the original payment method. A gift recipient may report damage or request support, but we may need the purchaser’s authorization before disclosing order or payment information.

16. Chargebacks and Payment Disputes

Contact us first when possible so we can investigate the order and propose a remedy. This request does not prevent you from exercising a lawful chargeback or consumer complaint right.

We may provide the payment provider with the order confirmation, communications, proof of work, approval records, tracking, delivery evidence, and policy acceptance needed to respond to a dispute, in accordance with our Privacy Policy.

17. How to Request a Cancellation, Return, or Refund

Contact us through one of the following:

• WhatsApp: +86 183 9671 6150
• Online inquiry form

Include the purchaser’s name, order reference, requested outcome, and relevant photographs or tracking details. Do not post private order information publicly and do not send a physical return until you receive instructions.