PETREAL GENERAL POLICY

Welcome to PetReal. The following terms are established to ensure a clear and transparent experience between PetReal and our customers.

1. Order & Payment Terms

Full payment (100%) is required to proceed with the order. Production will not begin until payment is completed.

Before shipping, customers will receive a final preview of the completed product for approval.

The product will only be shipped after the customer has confirmed and approved the final version.

2. Custom Product Nature

All PetReal products are handcrafted and custom-made based on customer-provided images.

Each piece is an artistic interpretation and not an exact 100% replica. Due to the personalized nature, products are not eligible for standard retail returns and cannot be resold.

3. Design & Approval Process

Customers will receive previews during the design process, including a final preview before shipping.

Reasonable revisions are supported during the design stage.

Once the design or final preview is approved, no further changes will be made.

4. Payment Deadline & Storage

After the final preview is provided, customers have 15 business days to confirm and complete any remaining steps.

Finished products will be stored for up to 3 months. After this period, PetReal reserves the right to dispose of or reuse the product.

5. Warranty Policy

Products are covered by a 1-month warranty from the date of delivery for manufacturing defects, including paint adhesion and structural issues.

This warranty does not cover damage caused by improper handling, drops, or external impact.

6. Shipping & Delivery

PetReal works with international carriers such as FedEx, UPS, and DHL.

Delivery times may vary depending on external factors. We will support customers in resolving shipping-related issues when they occur.

7. Shipping Damage Notification

Customers must report any shipping damage within 2 business days of receiving the product, along with clear photos of the item and packaging.

PetReal will review and provide an appropriate solution based on the situation.

8. Use of Product Images

PetReal reserves the right to use product images for marketing and promotional purposes.

Customers may request exclusion by notifying us in advance.

9. Returns & Refunds

All return and refund matters are governed by the PetReal Product & Refund Policy.

10. Customer Agreement

By placing an order and completing payment, the customer confirms that they have read, understood, and agreed to all PetReal policies.