退款政策

# Returns, Cancellations & Quality Promise

**Last updated: August 1, 2026**

Every EverPawCraft portrait is created especially for you and your pet. We understand how personal these keepsakes can be, and we want you to feel supported from the moment you place your order until your finished portrait arrives.

If something does not feel right, please contact us at support@everpawcraft.com. Our team will review your situation carefully and work with you toward a fair and thoughtful solution.

## Custom and Personalized Products

Because our custom portraits and keepsakes are created specifically from your photos, preferences and selected options, they cannot normally be returned or exchanged simply because you have changed your mind.

This includes, but is not limited to:

- Custom digital pet portraits

- Printed and framed pet portraits

- Hand-painted pet portraits

- 3D relief pet portraits

- Needle-felted pet portraits

- Products personalized with a pet’s name, photo or other custom details

This does not affect your rights if an item is faulty, damaged, incorrect or materially different from what you ordered or approved.

## Artwork Previews and Revisions

For products that include an artwork preview, we will send your preview before production begins.

Please review all details carefully, including:

- Your pet’s appearance and markings

- Names and spelling

- Portrait style and background

- Number of pets

- Size, orientation and framing options

Reasonable revisions to the original design are complimentary before approval. These revisions may include adjustments to color, positioning, cropping and other details that can be changed within the selected portrait style.

Requests to use a different pet, replace the original reference photo, change to another portrait style or substantially redesign the artwork may require an additional design fee. We will always explain any additional cost before proceeding.

Once you approve the artwork, production will begin. Changes requested after approval may not be possible and may involve additional costs.

## Order Cancellations

If you change your mind shortly after ordering, please contact us within **24 hours** at support@everpawcraft.com.

If artwork preparation or physical production has not begun, we will normally be able to cancel the order and issue a full refund.

If custom work has already started, we will explain the available options and whether the value of work already completed must be deducted from the refund. We will confirm this with you before processing the cancellation.

Once you have approved the artwork or physical production has begun, the order can no longer be cancelled because the product is being made specifically for you.

## Damaged, Defective or Incorrect Items

Every order is checked before it leaves our studio. However, if your portrait arrives damaged, defective, incorrectly printed or different from the product you ordered, please contact us as soon as possible.

We recommend contacting us within **7 days of delivery**, where practical, so that we can investigate promptly. This recommended timeframe does not limit any rights you may have under applicable consumer law.

Please include:

- Your order number

- The email address used to place the order

- A description of the problem

- Clear photographs of the item

- Photographs of the outer packaging and shipping label if the parcel was damaged

Please retain the item and its packaging until our team has reviewed the claim.

Depending on the circumstances and applicable law, we may offer a repair, replacement, re-production, partial refund or full refund. EverPawCraft will cover the reasonable cost of returning an incorrect, damaged or defective item when a return is required.

Please do not return an item before contacting us, as custom products may need to be returned to a specific production partner or studio.

## Handmade and Display Variations

Many EverPawCraft products are created or finished by hand. Small variations in brushwork, fiber placement, relief depth, texture and finish are part of what makes each keepsake unique.

Colors may also appear slightly different depending on your screen settings, lighting conditions and the material on which the artwork is produced.

These minor variations are not normally considered defects. However, if the finished item materially differs from your approved preview, selected options or product description, please contact us so we can review it.

## Photo Quality

The quality of your finished portrait depends partly on the quality of the photos provided.

We recommend using clear, well-lit photographs taken at eye level, with your pet’s face, ears, markings and important features fully visible. Our team may contact you if we believe another photo would produce a better result.

If you choose to proceed with a photo after we have explained its limitations, some details may not be reproducible. We will still make every reasonable effort to create the best possible portrait from the reference provided.

## Ready-Made, Non-Personalized Products

If EverPawCraft offers a product that is not personalized or made to order, you may request a return within **30 days of delivery**.

The product must be:

- Unused and in its original condition

- Returned with its original packaging and accessories

- Accompanied by proof of purchase

Unless the product is faulty, damaged or incorrect, the customer is responsible for return shipping costs. Original shipping charges are not normally refundable.

We recommend using a tracked shipping service, as we cannot issue a refund for a return that does not reach us.

## Digital Products

Personalized digital artwork cannot normally be returned once the artwork has been approved, delivered or downloaded.

If the supplied digital file is corrupted, cannot be opened or materially differs from the approved artwork, please contact us. We will correct or replace the file at no additional charge.

## Gift Cards and Complimentary Items

Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

Complimentary gifts and promotional items do not have a separate cash value. If your main order is refunded, any complimentary item may need to be returned with it.

Purchasing during a promotion or sale does not affect your rights if an item is faulty, damaged, incorrect or not as described.

## Refunds

Approved refunds will be issued to the original payment method.

Once processed by EverPawCraft, your bank or payment provider may require an additional **5–10 business days** to display the funds in your account.

Shipping costs are refundable when required by applicable law or when the return results from an error by EverPawCraft. For eligible change-of-mind returns of non-personalized products, original and return shipping costs are normally the customer’s responsibility.

## How to Request Help

Please contact:

**support@everpawcraft.com**

Include your order number whenever your question relates to an existing order. Providing photographs and a clear explanation of the outcome you are hoping for will help us review your request more quickly.

Please do not send a product back without first contacting our support team. We will provide the correct return instructions if a return is required.

## Your Legal Rights

Nothing in this policy excludes, restricts or replaces any mandatory rights or remedies available to you under the consumer laws that apply in your country or region.

Where local consumer law provides greater protection than this policy, those legal rights will apply.