Refund policy
Custom-Made Products
FurEvo products are personalized and handmade using customer-submitted pet photos and customization details. Because these products are created specifically for each customer, they are generally non-returnable and non-refundable for change of mind, personal preference, or circumstances unrelated to a product problem.
Cancellations
A cancellation may be requested within 12 hours after the order is placed. To request cancellation, email support@furevopets.com and include the order number.
After 12 hours, custom orders generally cannot be cancelled because production scheduling, design preparation, material allocation, or handcrafting may already have begun.
If FurEvo agrees to a cancellation after the 12-hour period in exceptional circumstances, any refund or deduction will be communicated before the cancellation is finalized.
Preview and Modifications
FurEvo will provide a final product preview by email and/or WhatsApp before shipment. Customers may request up to two reasonable complimentary modifications before shipment.
Modification requests must remain consistent with the original order, submitted reference materials, and agreed customization. Requests for a substantial redesign or new concept may require additional time or charges, which will be discussed before proceeding.
Once the final preview process is complete and the order has shipped, further preference-based modifications are not available.
Handmade Variations
Minor natural differences in color, shape, texture, proportions, stitching, and artistic interpretation are normal characteristics of handmade work. These minor variations do not ordinarily make a product defective or materially different from the approved custom design.
Damaged, Defective, Incorrect, or Materially Different Products
If a product arrives damaged, defective, incorrect, or materially different from the agreed custom design, contact support@furevopets.com within 7 days after delivery.
Please provide:
- Your order number;
- A clear description of the issue;
- Clear photos showing the product and relevant packaging; and
- Any other information reasonably needed to review the claim.
FurEvo will review the submitted information and may offer an appropriate remedy such as repair, reasonable correction, replacement, partial refund, or refund, depending on the circumstances, product condition, available remedy, and applicable law.
Do not return a custom product without receiving return instructions from FurEvo. Unauthorized returns may not be accepted.
Shipping and Import Charges
Original shipping charges, customs duties, VAT, import taxes, brokerage fees, and other local charges are generally non-refundable unless required by applicable law or included in an approved remedy.
Legal Rights
Nothing in this policy limits rights or remedies that cannot lawfully be excluded under applicable consumer-protection law.
Contact
For cancellation or product-problem requests, email support@furevopets.com and include your order number.