Refund Policy

Because Samesin products are personalized and custom-made based on your pet's unique photo, our refund, cancellation, and return policies differ from standard retail stores. Please review the following terms carefully before placing your order.

1. Custom-Made Products, Changes, and Cancellations

Personalized or custom-made products may not be eligible for return or cancellation once production has started, except where required by applicable consumer protection laws. This does not affect support for items that arrive damaged, incorrect, defective, or not as described.

If you need to change your photo, order details, or request a cancellation, please contact us as soon as possible after placing your order. Changes or cancellations may be possible before production starts. Once production has started, changes, photo updates, or cancellations may not be possible.

2. Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, or defective, please contact service@samesin.com within 3 days of carrier-confirmed delivery. Please include your order number, photos of the product, outer packaging, inner packaging, and shipping label.

After review and approval, Samesin will arrange one free replacement, including replacement shipping, for damaged, incorrect, or defective items.

3. Non-Returnable Items

Because our products are highly personalized and custom-made, we may not be able to accept returns or issue refunds for the following situations:

- Requests made after production has started, where changes, cancellations, or returns may no longer be possible
- Personal preference changes, such as "I changed my mind" or "I do not like the art style anymore"
- Orders with low-quality, blurry, dark, cropped, or incorrect photos uploaded by the customer
- Sale items, promotional products, or gift cards
- Orders with incorrect shipping information provided by the customer

4. Exchanges

Since every Samesin product is custom-made for a specific pet and customer, we do not offer conventional exchanges.

5. EU and Custom-Made Return Notes

Personalized or custom-made products may have cancellation or return limits once production has started, except where applicable consumer protection laws require otherwise. This does not limit your rights for items that arrive damaged, incorrect, defective, or not as described.

6. Need Help?

If you need to request a cancellation, change order details, or report a damaged, defective, or incorrect shipment, please contact us through our official customer support channels:

Email: service@samesin.com
WhatsApp: +86 15240189836

Our support team will review your request as soon as possible.