Refund policy

Last updated: October 15, 2026

Every commission created by Felt Pet Portraits is 100% bespoke, handcrafted by artisan Emma specifically for your individual pet and personalized specifications. Because custom artwork requires intensive manual labor and cannot be resold, strict cancellation, deposit, and refund policies apply.

Policy Summary

  • Non-Refundable Deposit: All custom commissions operate under a deposit model. Due to the high artisan labor costs, custom color blending, and initial design work commencing immediately upon order placement, deposits are strictly non-refundable if you change your mind or decide to cancel after placing an order.
  • Personalized Artwork Exemption: In accordance with consumer regulations for bespoke and personalized goods, completed or in-progress custom commissions are exempt from standard right-of-withdrawal or change-of-mind refunds.
  • Damaged or Faulty Items: If your piece arrives with transit damage or a verified structural defect, contact us within 7 days of delivery with photos of the item and original packaging so we can promptly provide a repair, remake, or appropriate resolution.
  • No Unauthorized Returns: Due to the custom nature of our artwork and any customer-supplied materials, returns without prior written authorization cannot be accepted.

1. Deposit Terms & Cancellation Policy

Placing an order and paying a deposit reserves your place in Emma's bespoke crafting queue and initiates immediate preliminary preparation, including photographic review, proportion analysis, structural framing, and custom fiber blending. Because each piece requires substantial dedicated artisan labor hours that cannot be reclaimed:

  • Change-of-Mind Cancellations: Deposits are strictly non-refundable once placed, regardless of whether crafting is in preliminary design or active needle-felting stages.
  • Balance Payment: Any remaining balance is due prior to final dispatch. If a customer abandons a commission or fails to complete final payment after completion, the deposit is forfeited to cover accrued labor and material costs.

2. Design Refinements & Previews

Where a preview stage is agreed upon prior to final dispatch, Emma provides photo updates so minor adjustments aligned with your original reference photos can be made. Redesigns based on new photos or substantial scope changes outside the original brief may incur additional labor fees.

3. Transit Damage & Inspection

Please inspect your package upon delivery. If transit damage has occurred, retain all outer boxes, interior cushioning, and shipping labels, take clear photographs of the damage, and contact us within 7 days of receipt to arrange a solution.

4. Customer-Supplied Pet Hair

Customer-supplied pet hair inclusion is optional and requires prior written approval and private shipping instructions. While we handle received materials with extreme care, we cannot assume liability for items lost in third-party postal transit prior to physical receipt in our studio.

5. Contact Us

For questions regarding your commission, contact us with your order number via WhatsApp at +86 183 9671 6150 or through our Contact Form.