Product and Refund Policy

To ensure customer rights and account for the unique nature of personalized handcrafted items, please review the following terms and conditions carefully.

1. Nature of Handcrafted Artistry

• Personalized Products: Each piece is a unique creation, handcrafted based on the pet photos provided by the customer.
• Likeness and Similarity: PetReal is committed to capturing the true essence of your pet, typically achieving a similarity level of 80–90% compared to the original photo.
• Minor Variations: Due to the manual nature of the process and individual aesthetic interpretation, products may exhibit minor, non-significant differences in detail or color shades.

2. Impact of Reference Material

• The quality of the final product is 100% dependent on the input images provided.
• The clarity, angle, and lighting of your photos will directly influence the accuracy of both the design and the final painting.

3. Verification and Revision Process

To ensure the product meets your expectations, PetReal implements a 3-stage verification process:

• Stage 1: Provision of a preview image to confirm the raw figurine structure.
• Stage 2: Progress updates during the painting and coloring phase.
• Stage 3: Final photo confirmation for approval prior to packaging and dispatch.

Scope of Revision: We support adjustments to minor details, such as fur color, eye color, or specific markings. We do not accept full design overhauls or remakes from scratch unless a manufacturing error has occurred.

4. Cancellation and Refund Policy

As our products are bespoke and created specifically for each individual, they cannot be resold. Our refund policy is as follows:

Cancellation During Production: If a customer decides to cancel after production has commenced but before shipping, a 50% refund of the total order value will be issued.

After Final Approval: Once the final product photo has been approved and the item is authorized for shipping, no refunds will be applied.

5. Shipping Guarantees (Special Cases)

In the event that a product is lost or damaged during transit, you are entitled to choose one of the following options:

• A 100% refund of the order value.
• A completely free replacement of the product, recreated by PetReal.

6. Service Commitment

PetReal is dedicated to listening to our customers and making every effort to ensure each product reaches its highest potential. Your satisfaction and your love for your pets remain our top priority.