Refund Policy

Because all samesin pet portraits 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. Order Cancellation and Full Refunds

Cancellation Window

You may cancel your order and request a full refund within 3 days (72 hours) of placing your order. During this cancellation window, your custom order has not yet entered the main production process.

To cancel your order, please contact us as soon as possible through our official customer support channels:

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

After the Cancellation Window

After 3 days (72 hours), your order enters the custom design and production process. At this stage, the order cannot be changed, canceled, returned, or refunded because the item is being made specifically for your pet.

Most custom orders require 5-8 business days for production. Some products that require additional artist work or more complex customization may take more than 15 business days before shipping.

2. Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. If your custom portrait arrives damaged, defective, warped, or incorrect, please contact us within 7 days of delivery.

When contacting us, please include:

- Your order number
- Clear photos of the damaged, defective, or incorrect item
- Clear photos of the packaging

Once your request is reviewed and confirmed, we will help arrange a suitable solution, such as a free replacement, at no extra cost. In most cases, you do not need to ship the damaged item back.

3. Non-Returnable Items

Because our products are highly personalized and custom-made, we cannot accept returns or issue refunds for the following situations:

- Requests made after the 3-day cancellation window
- 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
- Custom products that have already entered production

4. Exchanges

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

If you have concerns about size, style, order details, or uploaded photos, please contact us within 3 days (72 hours) of placing your order.

5. European Union Custom Goods Notice

If your order is shipped to the European Union, you may have certain consumer rights under applicable EU regulations. However, please note that custom-made or clearly personalized goods may be exempt from the standard 14-day cooling-off period once production has begun.

Because samesin products are personalized based on your pet's photo, cancellations, returns, or refunds are not available after the 3-day cancellation window unless the item arrives damaged, defective, or incorrect.

6. Need Help?

If you would like to cancel an order within the 3-day cancellation window 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 customer support team typically responds within 1-2 business days.