سياسة الاسترجاع

Each piece is made only for you, from your photo and the details we confirm with you, so we do not take returns for a change of mind. This does not limit the remedies below, or your rights under applicable law.

Felted pieces: you approve first

Before a felted piece ships, we email photos. Check them against the reference photos you confirmed. Reply "Yes, ship this piece." to approve. Silence isn't approval.

Not right? Tell us what, and we rework or remake it, free, up to three times, with new photos each time. If it still isn't right after the third time, we refund all you paid, including shipping and tax, to your original payment method within 5 business days of your reply. Nothing ships; we keep the piece.

Once you approve and we ship, we don't remake or refund because it doesn't look like them. Free remakes match the piece to the reference photos and size you confirmed. A new photo, pose or size is a change, not a remake, and we'd agree it with you separately.

If what arrives isn't the piece you approved, or has a making error the photos couldn't show, email us photos within 7 days of receiving it. We send a prepaid return label; you choose one free remake or a full refund. If the remake is wrong too, we refund you in full to your original payment method.

A remake may move your ship date; the new date needs your approval, or we refund you in full.

If we hear nothing within 14 days of sending the photos, we ship on your approved ship date, and that piece follows the after-delivery rules for urns and printed figures below.

Damage and lost parcels: see below. This does not limit your rights under applicable law.

Applies to felted orders paid for on or after October 13, 2026.

Before we start, we confirm your reference photos and size with you. You can send as many photos as you like. We start only after you approve the ship date. Before an urn or printed figure ships, we send you a photo of the finished piece.

This section covers urns and printed figures, and any felted piece shipped without your photo approval. For other felted pieces, see "Felted pieces: you approve first" above.

If the finished piece doesn't look like them, tell us within 7 days of receiving it, with photos. We make it again once, free, working from the reference photos you confirmed. You keep the first piece.

If the remade piece still doesn't look like them, write to us with photos. We send you a prepaid return label. Return the remade piece within 14 days of receiving our prepaid label, and we refund you in full to your original payment method within 5 business days of receiving it back. Please remove any ashes before returning an urn. You keep the first piece. We do not make a third piece.

Keychains. This section applies to the Custom Pet Memorial Keychain, Playful Pet Portrait Keychain, Acrylic Pet Photo Keychain and Multi-Pet Head Charm Keychain. The return and remake rules for urns and figures above do not apply to them. We'll send a design preview for you to confirm before production, and a photo of the finished piece before it ships. If that photo doesn't look like them, tell us before you approve it, and we'll remake it once, free of charge, and email you the new photo. If a remake would miss the ship date you approved, we'll ask you first, and you can cancel for a full refund to your original payment method. If you don't approve the design preview or the finished photo, we won't ship it, and we'll refund you in full to your original payment method. Once you approve the finished photo, we can't offer a refund if you change your mind. If we send you the wrong piece, we'll send the right one at no cost. Damage and loss in transit are covered below.

If it arrives damaged, send photos that show the damage to the piece and, if you still have it, the packaging, within 48 hours of receiving it, and we make it again and ship it at no cost. You do not need to send it back. If it is safe to do so, please keep the piece and packaging for 30 days in case the carrier asks to see them. You do not need to wait for that before we make it again.

Lost in transit. A parcel counts as lost if the carrier confirms it is lost or will not be delivered, or if tracking still shows no delivery 14 days after the carrier's estimated delivery date. If the carrier posts a later estimated delivery date, the 14 days start again only when tracking also shows the parcel moved after the earlier date. If the carrier never posts an estimated delivery date, the 14 days start on the day of the last tracking update, or on the ship date if tracking never updates.

Email us within 14 days after the carrier confirms it, or within 14 days after that 14th day, and tell us which you want: we make it again and ship it at no cost, or we refund you in full to your original payment method. We send the refund within 5 business days of the later of your email and the day the parcel qualifies as lost. Your bank or payment provider may take additional time to post the refund.

In this policy, a replacement is any piece we send again, for any reason. The rules in this policy for a remade piece also apply to it. If a replacement is lost under this same rule, we refund you in full to your original payment method within 5 business days of your email and do not ship again.

This does not apply if tracking shows delivery to the address you gave us, unless the carrier later confirms it was not delivered there, or if the address you gave us was wrong or incomplete. If you believe a delivery scan is incorrect, contact us so we can investigate.

If the parcel turns up after we refund you or send a replacement, email us. We will send you a prepaid return label for the extra piece. You do not keep both the refund and the extra piece.

A business day is Monday to Friday, China Standard Time, not counting Chinese public holidays. This does not limit your rights under applicable law.

If a replacement piece (any piece we send again, for any reason) arrives damaged, send photos that show the damage to the piece and, if you still have it, the packaging, within 48 hours of receiving it. We refund you in full to your original payment method within 5 business days of receiving those photos. Your bank or payment provider may take additional time to post the refund.

You do not need to send it back. If it is safe to do so, please keep the piece and packaging for 30 days in case the carrier asks to see them. You do not need to wait for that before we refund you. We do not make a third piece.

For urns and printed figures, you can cancel for a full refund at any time until you approve the ship date. We start only after you approve the date. If you decline it, we refund you in full. For felted portraits, you request a date first, and nothing is charged until you approve the date.

If we cannot meet a ship date you already approved, we'll email you before that date. You can take the new date or get a full refund to your original payment method. If you do not accept the new date, we refund you in full and do not ship.