Refund policy

Refund policy

Returns 
Because all our items are personalized, refunds are only available for orders that haven’t started production. For items already made, we’re happy to arrange exchanges instead.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Additional non-returnable items: 
- Gift cards 

To complete your exchange, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer.

 

Refunds (if applicable)
To be eligible for a refund or exchange, you must first contact us within 7 days of receiving the products by contacting us with pictures of the item. Once we've reviewed your case, we will determine if we will ship out a replacement or issue you a refund.

30-Day Refund and Replacement Policy
You may request a refund for your item for any reason within 30 days of delivery.
If, within this period, the pet figurine or jewelry shows defects in material or craftsmanship, we will provide a replacement at no extra cost. If the exact model is unavailable, we'll offer a piece of similar value or style.

Standard & express shipping
The estimated delivery times are "estimates" based on recent deliveries and shall not be seen as a guaranteed delivery timeframe. We do our best to ensure that the shipping process works as smoothly as possible, but in case of a late delivery, we can't issue refunds.

Lost or Stolen Packages
PetCuteDIY will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. If it's clear your shipment wasn't delivered to you, we will re-manufacture your order and ship it again.