Refund and Returns Policy
Returns and Refunds
At Furever Captured, we take great pride in the custom nature of our products. Each artwork is thoughtfully designed with your unique information, making it personal to you and your beloved pet. As a result, once an order is placed, we cannot accept returns or issue refunds for custom items. We sincerely appreciate your understanding in this matter!
Cancellation of Orders
Due to the personalized nature of our products, orders are locked for processing immediately after being placed, and adjustments or cancellations cannot be made. Our talented artists often begin working on your order right away. Therefore, we kindly ask that you double-check all details before finalizing your order to ensure accuracy.
Portrait Customization
We are pleased to offer unlimited revisions for the photos you’ve uploaded, allowing for minor adjustments to the artwork (such as correcting red-eye or changing eye color). However, major changes—including altering the theme, adjusting the number of pets, or modifying pet features—cannot be accommodated.
Additionally, we are unable to add or remove specific elements from the artwork or make alterations to the pet’s mouth, expressions, or other physical traits. We encourage you to follow our photo upload guidelines closely when selecting your favorite pet images. If the quality of your submitted photo is insufficient for our design process, we will reach out via email to request a new photo. Please note that if you choose not to provide a replacement photo, especially when we believe it may impact the artwork’s quality, we will be unable to issue a refund.
Free Replacement Policy
We are happy to provide a FREE replacement for orders that fulfill the following conditions:
- If your package has not moved for more than 3 weeks or if the shipping time significantly exceeds our estimated arrival time (provided there are no issues with the delivery address), we will gladly process a free replacement.
- If your order has sustained damage, collision, or malfunction due to an error on our part or the carrier’s.
- If there is a significant discrepancy with your order, such as incorrect customization details.
Replacement Process
To initiate a replacement, please contact us via email with the following information:
- Your order number and email address.
- A video/photo of the defective product.
- For claims involving printing or size errors, please include photos of the incorrect product along with a measuring tape for verification.
Once our customer service team confirms your claim, we will promptly arrange for a new product to be sent to you. Please note that we can only accept claims for defective or damaged goods within 30 days of receipt.
Correction of Customization Errors
In some circumstances, we understand that you may have entered incorrect customization information but did not realize it until receiving your order. In such cases, we are pleased to offer a replacement without requiring the return of the incorrectly received item. Simply pay a small fee compared to the original price for the replacement to be sent to you.
We value every customer, and your choice to use our customized service represents your trust in us. We look forward to continuing to create beautiful, personalized artwork that you will cherish!
If you have any questions or require further assistance, please don’t hesitate to reach out to us via email.