Warranty and Refund Policy

Thank you for trusting and choosing our 3D pet model products! To protect customer rights and ensure the best experience, Pet Real commits to the following warranty and refund policy:

1. Warranty Policy

Warranty Period:

• Products are warranted for 1 month from the date the customer receives the item.

Warranty Conditions:

• Warranty applies to technical defects arising during production, including:
  • Adhesion of the paint layer.
  • Inadequate bonding or structural issues of the product.
• To request a warranty, please provide detailed images of the product and a description of the issue. We will assist with repairs or replacement with a similar product if the defect is determined to be a manufacturing responsibility.

2. Return Policy for Shipping Errors

Application Period:

• Customers can request a return within 3 days of receiving the item if the product is damaged during shipping.

Return Conditions:

• Customers need to provide images of the damaged product and packaging upon receipt for prompt processing.
• In case the damage is confirmed to be due to shipping, Pet Real will cover all shipping costs to exchange for a new product.

3. Special Offers for Different Version Products

Special Offer:

• If customers wish to exchange for a different version of the pet model (such as a different pose or new design), we will offer a 50% discount on the new version.

Conditions:

• This offer applies only to the next order for the same pet or similar model.
• Customers should contact the Pet Real team for detailed consultation about the new product and to receive the discount.

4. Pet Real Refund Policy

We understand that every product represents the hopes and trust of our customers. In unfortunate cases, Pet Real commits to the following detailed refund policy:

4.1. Conditions for Full Refund

Pet Real will issue a 100% refund to customers in the following cases:

• Manufacturing Errors:
  • The product cannot be produced according to the confirmed size, shape, or other important details.
  • An unresolvable error occurs during production, and the customer does not agree with the alternative solutions proposed by Pet Real.
• Product Does Not Meet Requirements After Modifications:
  • If, after necessary modifications, the product still does not meet the quality standards or expectations of the customer.

4.2. Conditions for Partial Refund

• If the customer has approved the initial 3D design but wishes to cancel the order before production begins, we will refund 70% of the total order value (after deducting a 30% design fee).
• If the product has minor issues that the customer can accept but wishes for a partial refund, we will consider and support a refund of 10%-30% of the product value.

4.3. Refund Process

• Confirming Refund Request:
  • Customers should contact the Pet Real support team and provide the necessary information and images regarding the reason for the refund request.
• Refund Processing Time:
  • Pet Real will respond to the request within 3-5 business days upon receiving sufficient information.
  • Refunds will be processed through the original payment method within 7-10 business days after the refund request is approved.

4.4. Special Cases:

• For products that cannot be completed as required due to force majeure (lack of materials, international shipping issues, or unexpected situations), Pet Real will discuss with the customer to find the best refund or support option.

Pet Real is committed to doing our best to ensure customer rights, and this refund policy is established to ensure a safe and transparent shopping experience for customers. We appreciate your trust and are here to assist with any inquiries or requests related to your order.