Refund policy

Refund Policy

Because all our premium pet portraits are 100% personalized and custom-made based on your pet's unique photo, our refund and cancellation policies differ from standard retail stores. Please read the following terms carefully before placing your order:

1. Order Cancellation & Full Refunds (Within 3 Days)

  • The 3-Day Golden Window: You can request a full, hassle-free refund within 3 days (72 hours) of placing your order. During this time, your custom artwork has not yet entered our design and production queue. To cancel, please contact us immediately via email or WhatsApp.

  • After 3 Days (Production Phase): Once 3 days have passed, our artists will have officially begun the custom design and handcrafting process. At this stage, your order cannot be canceled, changed, returned, or refunded.

2. Damages, Defects, & Incorrect Items

Please inspect your package immediately upon arrival. If your custom portrait arrives damaged during transit, defective, warped, or if you received the wrong item, we will take full responsibility.

  • Please contact us via email or WhatsApp within 7 days of delivery.

  • Provide your order number along with clear photos of the damaged product and its packaging.

  • Once reviewed and confirmed, we will gladly arrange a free replacement and ship a brand-new custom portrait to you at no extra cost (you do not need to ship the damaged item back).

3. Non-Returnable Items & Disclaimers

Due to the highly customized nature of our products, we cannot accept returns or issue refunds for the following:

  • Requests made after the 3-day cancellation window based on personal preference change (e.g., "I changed my mind" or "I don't like the art style anymore").

  • Sale items, promotional products, or gift cards.

4. Exchanges

Since every piece of art is uniquely custom-tailored to your specific pet, we do not offer conventional exchange services. If you have any concerns regarding sizes or styles, please make sure to contact us within the first 3 days of your purchase.

5. European Union 14-Day Cooling-Off Period Disclaimer

Notwithstanding the above, if your merchandise is being shipped into the European Union, you retain the right to cancel your order within 14 days under standard EU regulations. However, please note: under EU consumer protection laws, the 14-day unconditional return right does not apply to custom-made or clearly personalized goods. Therefore, once the 3-day design window has closed and production has begun, the EU 14-day cooling-off period is no longer applicable to your custom order.

Need Help or Have Questions?

If you would like to cancel an order (within the 3-day window) or report a damaged shipment, please reach out to us through our official customer care channels:

  • Email: service@samesin.com

  • WhatsApp: +86 15240189836

  • (Our customer support team typically responds to all inquiries within 1-2 business days)