Return & Refund Policy
Style, size and photo changes
If you would like to return or exchange an item, please contact us, we will need to confirm that the item is in production. Send us an email with your order number in the subject line and any changes in the body and we will get back to you as soon as possible and make this happen before the order is produced!
Address Changes
If you need to change your shipping address, send us an email with your order number, current shipping address, and the address you would like to change to. We can change the new address you need before your order leaves our facility!
Damaged/wrong items
If a product arrives with a defect or other incorrect item, we will remake and resend it at no charge. Please contact us at [email protected] in a timely manner, include your order number, and include a picture of the item explaining the problem, and our customer service will be able to assist you by remaking your item and shipping it out within 7 business days.
PLEASE NOTE: As we are a customized product, we are unable to return or refund items due to customer dislike etc. If there is a problem with the quality of the item on arrival, we can at our discretion remake or refund part or all of the item and return it within 90 days of receiving the order. Please provide clear and detailed photos of your pet with your requirements, including size, color, gift box, etc. We will complete the order according to the requirements. Otherwise, once the items are received and you raise an issue with the items because they are the incorrect size, color or image, Lovy Custom Pets will not be responsible for replacing those items.
Product Image Disclaimer
Please note that while we make every effort to accurately photograph our products and describe them in detail, due to variations in screen resolution, we cannot guarantee that every photo in production will accurately depict the actual color of the item. If there are any questions about the color, material or size of any item, please contact us before purchasing.
Cancellations and Returns
Because your personalized product is unique and made just for you, each item you purchase includes a customization fee of 45% of the product price. If you wish to cancel your order, please send us an email with your order number and reason for cancellation and we will endeavor to retrieve the order. Please note, however, that once you have submitted your order, we will begin production of the personalized item immediately. If you wish to cancel an order that has already been put into production, your order will be subject to a 45% restocking fee on the price of each item.
All refunds will be made for the original amount paid less shipping charges, personalized merchandise discounts, and unless a shipping error was made. Once your return has been processed, you will receive a confirmation email; please note that it may take an additional 7-10 business days from the date you receive this email for the funds to be credited to your account, and it may take additional billing cycles to see the funds on your bill.
Exchanges and Returns
Our personalized items cannot be returned unless they are defective or damaged. Please see our Return Policy for damaged/incorrect items or contact our Customer Service for returns. If you are returning an item, please send an email through customer service for your address.
Please note that our return/exchange policy does not cover the following reasons and we are not responsible for these issues.
The product has been damaged through misuse, mishandling or poor maintenance.
For defective or damaged products, please contact us at [email protected], and submit a picture of the damaged item and an explanation of the problem, and we will deal with it as soon as possible.
Disclaimer
All sales are final 60 days after receipt of item.