Returns & Custom Orders Policy

Last updated: August 23, 2026

Every PETMOKI keepsake is made specifically for you from the pet photo, options, colors, names, and instructions submitted with your order. Because personalized products cannot be restocked or resold, they are subject to the custom-order terms below.

1. Before Production Begins

If you need to cancel or change an order, contact us as soon as possible at support@petmoki.com. We will check the status of your order and confirm whether the request can still be accommodated.

A cancellation or change is not guaranteed. Once the artwork has been approved and production has started, we cannot stop or reverse the custom-making process.

2. Artwork Proof and Approval

After your order is placed, our designer prepares an artwork proof for your review. Please check the pet's features, markings, colors, name, layout, and any requested details carefully before approving it.

Your approval authorizes PETMOKI to create the finished product according to that proof. Products accurately made from an approved proof are not eligible for return or refund because of a change of mind, a preference change, or details that were visible in the approved design.

3. Non-Returnable Custom Products

Once production has begun, we do not accept returns, exchanges, or cancellations for reasons including:

• Changing your mind after approving the artwork proof.
• Choosing the wrong style, color, personalization, or other product option.
• Submitting an unclear, low-resolution, cropped, filtered, or unsuitable source photo.
• Spelling or instructions entered incorrectly by the customer and shown in the approved proof.
• Minor differences in color, texture, grain, stitching, placement, or handmade finish that do not affect the product's intended use.

4. Damaged, Incorrect, or Defective Items

The custom-order restriction does not apply when an item arrives damaged, is the wrong item, has a confirmed manufacturing defect, or is materially different from the artwork proof you approved.

Please email support@petmoki.com within 7 days of delivery and include:

• Your order number.
• A clear description of the issue.
• Clear photos of the full product, the affected area, and the shipping packaging.

We will review the claim and, where appropriate, provide a repair, remake, replacement, or refund in accordance with applicable law. Please do not return an item before receiving return instructions from us.

5. Approved Proof vs. Finished Product

Our artists and makers use the approved artwork proof as the production reference. Because each piece is handmade and physical materials may display colors differently from a screen, small variations are normal. A claim may be eligible when the finished item has a substantial, verifiable difference from the approved proof—not merely a minor handmade variation.

6. Unauthorized Returns

Returns sent without prior written authorization may be refused. If a return is authorized because of our error or a confirmed defect, we will provide instructions and explain any applicable return-shipping arrangement.

7. Refunds

If a refund is approved, it will be issued to the original payment method. Processing time after issuance depends on your bank or payment provider. Original shipping charges are non-refundable unless the refund results from our error or applicable law requires otherwise.

8. Mandatory Consumer Rights

Nothing in this policy excludes or limits rights that cannot lawfully be excluded under the consumer-protection laws that apply to your purchase. Personalized or custom-made goods may be exempt from general change-of-mind withdrawal rights in certain jurisdictions, but remedies for faulty, damaged, misdescribed, or incorrect goods may still apply.