Refund policy

Return & Refund Policy

1. Nature of Custom Products

At Peteverx, every piece is a 100% hand-crafted, one-of-a-kind artwork created based on your pet’s unique photos. Due to the highly personalized nature of our products, we do not accept returns or offer full refunds once a project has been approved and shipped.

2. Order Cancellation

  • Within 24 Hours: You are eligible for a full refund if you cancel your order within 24 hours of purchase, provided that our artists have not yet begun the crafting process.
  • After Crafting Begins: If you wish to cancel after the 24-hour window but before shipment, a 30% processing fee will be deducted from your refund to cover the costs of materials and the artist's initial labor.

3. Satisfaction Guarantee: The Preview Process

Your peace of mind is our priority. Before we ship your order, we will send high-resolution preview photos for your review.

  • Up to 5 Rounds of Revisions: We offer up to 5 rounds of minor adjustments free of charge to ensure the sculpture captures your pet's likeness and spirit.
  • Final Approval: By approving the preview, you acknowledge that you are satisfied with the artistic representation and resemblance. Claims of "dissatisfaction with likeness" after final approval and shipment will not be eligible for a refund.

4. Unsatisfactory Previews

Art is subjective. In the rare event that you are not satisfied with the result even after the 5 rounds of revisions:

  • You may choose to cancel the order before shipment.
  • A 50% partial refund will be issued. The remaining 50% covers the artist’s dedicated labor (often 20-40 hours per piece) and material costs. The unapproved item will not be shipped.

5. Damages and Quality Issues

If your item arrives damaged due to shipping:

  • Please contact us at peteverx@gmail.com within 48 hours of delivery.
  • Include clear photos of the damaged item and the original packaging.
  • Upon verification, we will either offer to repair the item for free or initiate a priority remake at no additional cost to you.

6. Artistic Disclaimer

  • Handmade Variations: As these are needle-felted by hand and not 3D-printed, slight artistic variations from the original photo are to be expected and celebrated as part of the charm of a handmade portrait.
  • Color Accuracy: Please note that actual colors may vary slightly due to different monitor settings and lighting conditions.