Refund policy
Return, Refund & Satisfaction Policy
At FurEver Cuddle, every keepsake is individually handcrafted from your pet's photographs with heartfelt devotion. Because each piece is bespoke and personalized, we have established the following clear and reassuring policies to ensure you feel completely confident throughout your custom journey.
1. 100% Deposit Refund Before Crafting Begins
Your 50% deposit reserves your dedicated creation slot in our artisan queue and covers specialized material procurement:
- Before Handcrafting Begins: If your circumstances change and you need to cancel before our artisans start working on your piece, your deposit is 100% fully refundable.
- Once Crafting Commences: After handcrafting has officially started, the 50% deposit becomes non-refundable to cover custom materials and dedicated artisan labor.
2. Pre-Shipment Photo & Video Approval
Once your keepsake is completed, we will share comprehensive, high-resolution photos and videos of the finished piece.
We offer complimentary minor adjustments before dispatch to ensure your companion's likeness, markings, and expression are faithfully captured before careful packaging.
3. Needle-Felted Series: 14-Day Post-Delivery Revision Policy
Applies to: Canvas Portraits, 3D Figurines, and Headshot Keychains
Because each needle-felted keepsake is a deeply personalized, one-of-a-kind tribute handcrafted specifically from your pet's photos, completed bespoke pieces cannot be returned or refunded once finalized and dispatched.
However, your satisfaction and peace of mind mean everything to us. If you receive your finished wool artwork and feel that any subtle facial expression, coat marking, or local detail could be further refined, our artisans are happy to provide complimentary gentle adjustments.
Please contact us at beibei@furevercuddle.com within 14 days of parcel delivery to request a revision. To ensure fair queue timelines for all awaiting pet parents, revision requests submitted after this 14-day window cannot be accepted.
Shipping for Revisions: Customers are responsible for the shipping cost to safely send the keepsake back to our studio. Once our artisans complete the refinements, we will carefully repackage your piece and cover the shipping cost to return it safely home to you.
4. 3D Printed Figurines: 14-Day Satisfaction Guarantee
Applies to: 3D Printed Figurines
If you are not completely satisfied with your item upon arrival, please contact us within 14 days of delivery to initiate a return.
Once the item is returned to us in its original condition, we will promptly issue a refund for your purchase.
5. Damaged in Transit Guarantee
In the rare event that your keepsake arrives damaged during shipping, please contact us at beibei@furevercuddle.com within 48 hours of delivery.
Please include clear photos of the damaged item and the external packaging. We will immediately arrange a priority repair, replacement, or resolution.
Have questions about your order or our policies? We are always here to support you.
Response time: Within 24 hours on business days