Return & Refund Policy

Our Core Principle: Custom-Made with Care

Thank you for choosing a custom pet portrait from Zoiipet.com. We believe every bond with a pet is unique, and we pour our heart and soul into creating a one-of-a-kind artwork for you. Due to the custom-made nature of our products, we have established the following policy to protect the interests of every customer.

1. Important Notice on Returns & Refunds

Please be advised that all custom-made products are final sale and cannot be returned or refunded once the production begins.

This is not to avoid responsibility, but because:

  • It's Unique: Your portrait is tailored specifically from your precious photo, infused with your emotion and our artistic effort. It cannot be resold.

  • Dedicated Process: From order confirmation to completion, we undergo multiple steps including designer communication, preview confirmation, handcrafting/printing, and careful framing, incurring costs at each stage.

We fully understand your concerns, which is why we have implemented the following safeguards for your peace of mind:

2. Our Promise: A Two-Step Assurance for Your Confidence

Step 1: 100% Approval Before Shipping – Your Satisfaction is Our Priority

  • Before we begin physical production, we will send you a "Final Preview Image" via email or your preferred chat app.

  • Please review it carefully: Check your pet's likeness, color tone, background, text (if any), and all other details.

  • Production will ONLY commence after we receive your explicit written approval (e.g., replying "Confirm" or "Approved"). This ensures the final product meets your expectations.

Step 2: Comprehensive After-Sales Support – We're Here to Help
We understand that issues like shipping damage or rare oversights can happen. Please rest assured:

Inspect your item immediately upon delivery!
If you encounter any problems, such as:

  • Damage caused during transit (e.g., scratches, broken frame).

  • The physical item received is significantly different from the approved Final Preview Image.

  • Obvious manufacturing defects.

Please contact us within 48 hours of receiving your order:

  • Email: service@zoiipet.com

  • Please provide: Your Order Number + clear description of the issue + relevant photos/video (e.g., close-ups of damage, comparison shots with the preview).

3. Our Solution

Upon receiving your feedback, we will:

  1. Respond within 24 hours and work with you to verify the situation.

  2. Our goal is your satisfaction. If the issue is confirmed to be our responsibility (e.g., shipping damage, production error), we will happily offer a free reprint or a satisfactory compensation solution.

4. A Friendly Reminder

  • Please rest assured, you will not shoulder any loss due to the non-returnable policy. Our value lies in providing you with a perfect, emotion-filled custom artwork, not just completing a transaction. Our team is here throughout the process to ensure you receive a piece you'll cherish.

  • Thank you for your understanding and support. We look forward to transforming your love for your pet into a perfect piece of art for permanent treasure.

Finally, please do not feel uneasy about our "no return/refund" policy.
It is precisely because of our solemn commitment to this "one-of-a-kind" service. We believe that through thorough pre-sale communication and responsible after-sales service, we can provide you with a satisfying experience.

Warmly,
The Zoiipet Team