General Policy

Welcome to Pet Real ! We are pleased to present the following terms to ensure understanding and agreement between Pet Rea and our customers:

1. Payment and Order Initiation

To start the order, a 50% upfront payment is required. Orders will not be produced without this initial payment.

2. Payment and Shipping

Products will only be shipped after full payment has been made.

3. Damage Notification

Within 2 business days of receiving the order, customers must notify us of any damages that occurred during shipping. In such cases, Pet Real will provide a solution.

4. Product Characteristics

Our products are high-quality handcrafted sculptures, designed and painted by hand. However, perfect replication of the original (pet, mascot, etc.) cannot be guaranteed.

5. Product Warranty

Products come with a one (1) month warranty against manufacturing defects, such as paint adhesion. The warranty does not cover damage from drops, impacts, or improper handling.

6. Model Review and Revision Process

3D model images will be sent to customers before production. Customers have the right to request specific revisions. Once the model is approved, no further changes or reworks will be made if the customer changes their mind. If an agreement cannot be reached, the production process will stop, and the order will be canceled. Customers will receive the 3D model in PNG format, along with a refund after deducting a 30% design fee.

7. Remaining Payment

After the final sample of the product is sent, customers have 15 business days to complete the payment. After this period, the product price may change to reflect the current pricing and catalog of Pet Real.

8. Right to Use Product Images

Product images may be used for advertising purposes on our social media and website. If you do not wish for this, please notify Pet Real.

9. Return Policy

Products are eligible for support in cases of damage during shipping, with an immediate 70% discount on a new order.

10. Payment Deadline

All advance payments will be valid for 1 month. After this period, if the payment is not completed, the order will be canceled without a refund.

11. Product Storage

After the final sample is sent, customers have 15 business days to pay the remaining balance. Products will be held in storage for a maximum of three months. After this period, Pet Rea reserves the right to use the product.

12. Shipping and Delivery

Pet Real collaborates with shipping services (such as FedEx, UPS, DHL) for delivery. Pet Real is committed to supporting customers in cases arising from shipping issues.