Refund policy
🔁 Refund & Return Policy
1. Custom-Made Products
- Each item is handcrafted to order and requires significant time and effort to create.
- Due to their personalized nature, we do not accept returns once production has started.
2. Order Cancellation & Refunds
- Within 24 hours of payment: You may cancel your order at full refund.
- After 24 hours but within 48 hours: A 50% fee applies (to cover materials and labor), and the remaining 50% refund will be issued.
- After 48 hours: Production has begun and no refunds or returns are available—materials and time are non-recoverable.
3. Product Similarity & Adjustments
- BubTail’s custom products aim to resemble your pet (color, markings, features) but are not exact replicas.
- For minor adjustments, you may return the product at your expense. We will gladly make the revisions to ensure your satisfaction.
4. Pre-Shipment Packaging Verification
- We record and send a video of each product’s packaging before shipment.
- If your product is damaged or missing, immediately contact us (support@bubtail.com) and the carrier, and send us the unboxing video + photos.
- Keep all packaging and damaged items—you may need these for a carrier claim.
5. Returns Due to Shipping Damage
- If damage occurs in transit, you may return the product at your cost.
- Return shipping fees vary by location.
- Once we receive the returned item, we will process your refund within 30 days, via your original payment method.
- You’ll receive a confirmation email once the refund is initiated.
6. Refusal of Delivery
- Orders cannot be canceled after shipment.
- Refusing delivery will not result in a refund.
