Refund policy

RETURN & REFUND POLICY

We want you to be completely thrilled with your custom Ever Felt Pets portrait. Because each piece is a 100% personalized, handmade work of art, our policy is specifically tailored to custom creations. We are here to help ensure your satisfaction.

Custom Order Policy & 30-Day Window Since every felt portrait is uniquely handcrafted based on your pet's photo, we cannot accept standard returns or exchanges for a change of mind. However, if your item arrives damaged, defective, or there is a significant error on our part, you may request a replacement or return within 30 days of receiving your order.

Item Condition Requirements To be eligible for a damage-related return or replacement, the artwork must be:

  • In its original condition and not tampered with.

  • Returned in its original Ever Felt Pets packaging. (Note: If the item shows signs of intentional damage, alteration, or mishandling after delivery, we reserve the right to refuse the refund or replacement.)

How to Initiate a Resolution Please do not send your purchase back to the sender's address on your package. To report an issue, simply contact our dedicated team at support@everfeltpets.com with your Order Number, a brief description of the issue, and clear photos/videos of the item. We will provide you with the authorized return address and step-by-step instructions.

Return Shipping Costs

  • For defective or damaged items: If we made a mistake or the item arrived damaged in transit, Ever Felt Pets will cover 100% of the return shipping costs (or arrange a free replacement). We will make it right immediately.

  • For approved non-defect returns (if applicable): The customer is responsible for the return shipping costs. Original shipping costs are non-refundable.

Order Changes & Cancellations We begin reviewing your photos and preparing materials quickly to get your custom portrait to you as fast as possible. If you need to change your photo or cancel your order, please email us immediately. We can cancel your order for a full 100% refund within 24 hours of purchase, provided the handcrafting process has not yet begun. Once the artisan has started crafting your custom piece, the order cannot be canceled.

Refund Processing Time Once we receive and inspect your authorized return, we will send you an email notification. Approved refunds will be processed automatically to your original method of payment within 5-10 business days. Please note that it may take some additional time for your bank or credit card company to post the refund to your account.