Refund policy

Refund Policy for Custom Pet Pillows

Welcome to Custom Pet Pillows (custompetpillows.co). We are dedicated to offering high-quality, personalized products and ensuring customer satisfaction. This policy outlines the conditions under which refunds are provided.

Refunds for Defective Products

  • Eligibility: Refunds are issued for products with manufacturing defects. Please contact us within 30 days of product receipt for such concerns.

  • Process: Email us at custompetpillows1@gmail.com with clear photos of the defect for evaluation.

  • Evaluation and Refund: After assessing the defect, if deemed due to our manufacturing process, we will issue a refund to your original payment method.

Refunds for Lost Packages

  • Eligibility: If your order is lost in transit and not delivered to your address, you are eligible for a refund.

  • Notification: Please inform us at custompetpillows1@gmail.com if your tracking information indicates non-delivery or if you haven't received your package within a reasonable timeframe after the estimated delivery date.

  • Investigation and Refund: We will investigate with the shipping carrier and, if the package is deemed lost, a refund will be processed to your original payment method.

Conditions Not Eligible for Refunds

  • Photo Quality: We are not liable for the quality of pillows made from low-resolution or poor-quality photos. We utilize AI enhancement for photos, but the outcome largely depends on the original photo quality.

  • Non-defective Products: As pillows are custom-made, refunds for non-defective items are not offered.

  • Exceptions: Non-returnable items include perishable goods, personal care goods, hazardous materials, sale items, and gift cards.

Exchanges and Contact Information

While direct exchanges are not available, you may place a new order after your refund. For queries, contact us at custompetpillows1@gmail.com.

Processing of Refunds

Notification of the inspection and refund status will be communicated. The refund processing time depends on your bank or card issuer.

We appreciate your choice of Custom Pet Pillows for personalized comfort and joy.