Return Refund Policy

Last updated: 12/23/2025

Thank you for shopping with us. Please read our Return & Refund Policy carefully before placing an order.

1.  Custom & Personalized Items

Because all of our products are custom-made and personalized specifically for your pet, we generally do not accept returns or offer refunds once production has started.

Custom products include, but are not limited to:

  • Personalized pet portraits

  • Custom wool felt pet sculptures

  • Pet memorial items

  • Any product made based on photos, names, or special requests provided by the customer

2.  Refunds & Replacements (Eligible Cases)

We do offer refunds or replacements in the following situations:

  • You received a damaged or defective item

  • You received the wrong item (not matching your order)

  • The product has a significant quality issue that does not match the approved design or order details

📌 In these cases, please contact us within 7 days of delivery and provide:

  • Your order number

  • Clear photos or videos showing the issue

Once verified, we will offer:

  • A free replacement, or

  • A full or partial refund, depending on the situation

3.  Non-Refundable Situations

Refunds or returns will not be accepted for the following reasons:

  • Minor differences in color, size, or texture due to handcrafted nature

  • Dissatisfaction based on personal preference

  • Errors caused by incorrect photos, names, or information provided by the customer

  • Normal wear and tear

  • Orders where the customer requests changes after production has started

Please note that handmade and artistic products may have slight variations, which are part of their unique charm.

4.  Order Cancellation

  • Orders can be cancelled within 24 hours of purchase only if production has not started

  • Once the customization or production process begins, cancellations are no longer possible

5.  Shipping Issues

If your package is:

  • Lost in transit

  • Marked as delivered but not received

Please contact us and we will assist you in filing a claim with the carrier. Refunds are not guaranteed for carrier-related delays, but we will do our best to help.

6.  How to Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

📧 Email: sales@purrmall.com

⏱ Response time: 24–48 business hours

7.  Our Commitment

Your satisfaction means everything to us. Every piece is created with care and love to honor the bond between you and your pet. If there is any issue with your order, please reach out — we’re always here to help.