Refund policy

Refund Policy

We want you to feel good about your purchase. If something isn't right, we'll make it right.

14-Day Returns
You have 14 calendar days from the date you receive your order to request a return. To be eligible:
- The item must be unused and in its original packaging
- You must have the receipt or proof of purchase
- Custom / personalized items (e.g., hologram boxes generated from your pet's photos) can only be returned if defective

How to Start a Return
Email us at a15920146395@gmail.com with your order number and a brief explanation. We'll reply within 1 business day with return instructions.

You can also reach us on WhatsApp: +86 183 6513 1225 (English & Chinese, 9 AM–9 PM China time).

Return Shipping Costs
The customer is responsible for return shipping costs. We do not provide prepaid return labels. We recommend using a trackable shipping method — Cute Pet Workshop is not responsible for items lost in transit on the way back to us.

Refunds
Once we receive and inspect your return, we'll email you to confirm approval. Approved refunds are processed within 5–7 business days to your original payment method. We do not charge a restocking fee.

Damaged or Defective Items
If your order arrives damaged or doesn't work as expected, email a photo within 48 hours of delivery to a15920146395@gmail.com. We'll send a free replacement at no extra cost — return shipping for the damaged item will be reimbursed up to $10 with proof of postage.

Exchanges
We replace defective or damaged items only. If you'd like a different model (e.g., swap Collector's Edition for Lively Version), follow the standard return process and place a new order.

A Note on Timing
Many of our customers purchase during a time of grief. We get it. If you'd like to return an item for any reason at all, please reach out — we won't make it difficult.

Contact: a15920146395@gmail.com | WhatsApp: +86 183 6513 1225