Last updated: 2026-06-21
Why This Disclaimer Exists
Most of our products are custom-made keepsakes, built from photos you provide. This means every product is unique to your pet — and that has implications for returns, refunds, and your rights as a buyer. This page explains, in plain English, what to expect.
What "Custom" Means
When you place a custom order, we: 1. Receive photos of your pet. 2. Build a 3D preview based on those photos. 3. Send you the preview for approval. 4. Begin hand-built production only after you approve the preview.
This is a collaborative process. You have full control over what gets produced. But it also means that once you approve the preview, the resulting product is final.
Returns & Refunds
Custom orders are final sale. Because every product is built from your photos and is unique, we cannot accept returns for: - Change of mind - Aesthetic preference (e.g., "I don't like how it looks") - Buyer's remorse
We do cover, at no cost to you: - Manufacturing defects - Shipping damage (with photo/video proof) - Wrong edition or finish shipped
The Approval Process Is Your Safety Net
We do not start production until you approve the 3D preview. Most customers revise the preview 2–3 times to get it just right. You can request: - Different posture or angle - Different background - Different expression - Adding or removing a feature
We work with you until you are happy. If you are not happy after multiple revisions, you can cancel the order before production begins for a full refund. Once production begins, the order is final sale.
Your Photos, Your Rights
- We will never use your photos in our marketing, social media, or advertising without your written permission.
- We retain your photos for 2 years so we can offer free rebuilds (see Lifetime Memorial Support).
- You can request that we delete your photos at any time.
Lifetime Memorial Support — Our Promise
We stand behind our keepsakes for life. If your hologram ever feels less "right," or if you want to add a new memory, email us new photos and we will rebuild your hologram for free. You only pay shipping.
If Something Goes Wrong
If you have any issue with a custom order, please contact us first. We have resolved 100% of issues raised by customers in the past 3 years, and we intend to keep that record.
- Email: hello@cutepetworkshop.com
- WhatsApp: +86 183 6513 1225 (English & Chinese)
We are real people. We read every message. We will work with you.
---