Refund & Cancellation Policy
Because PET OF HONOR products are personalized and made specifically for each customer, our refund and cancellation policy reflects the custom production process.
12-Hour Cancellation Window
You may cancel your order within 12 hours of placing it and receive a full refund.
After the 12-hour cancellation window has passed, your personalized order may already be in preparation or production, and cancellation can no longer be guaranteed.
No Refunds After Shipment
Once a personalized physical product has been shipped, it is not eligible for a refund because of a change of mind, preference, or ordering mistake.
Full Replacement Warranty for Product Errors
If your purchased product arrives with an error that is our responsibility or the responsibility of our fulfillment partner, we will provide a full replacement at no additional cost.
This includes:
- Damaged or defective products
- Printing or production defects
- Incorrect personalization compared with the details submitted in your order
- Wrong item, size, color, frame, or product variant sent
- Other manufacturing or fulfillment errors
Please contact us as soon as possible through our store chat support or the WhatsApp button. Include your order number and clear photos showing the issue so we can verify it and arrange the replacement.
Customer-Submitted Information
Please carefully review your pet photo, pet name, size, color, frame, design style, and any other personalization details before placing your order. Errors in information submitted by the customer are not considered production errors unless PET OF HONOR produced something different from the information provided with the order.
Replacement Instead of Refund
For verified product defects, damage, printing mistakes, personalization errors, or fulfillment errors, our remedy is a full replacement of the affected product. A refund is not normally issued once the personalized product has shipped.
Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.