Refund policy

REFUND POLICY

At WooloraPets, every keepsake is a one-of-a-kind piece, handmade from the photos of your own pet. Because each item is personalized, the following rules apply to cancellations, returns, and refunds.

1. ORDER CANCELLATIONS

You may cancel your order for a full refund within 24 hours of purchase.

After 24 hours, production may already have started and materials and labor may already be committed. Cancellations requested after production begins but before shipping may be subject to a 30% labor and materials deduction.

2. CUSTOM-MADE PRODUCTS

Every product is made to your pet's likeness from the photos you provide, so we cannot accept returns or issue refunds based on change of mind or personal preference once production has begun.

Before shipping, we send you photos and videos of the finished piece for approval. During this approval stage you may request reasonable adjustments, and we will work with you until the piece reflects the details you asked for.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If your item arrives damaged, is defective, or is not the item you ordered, contact us within 7 days of delivery and include:

  • your order number
  • clear photos of the item
  • clear photos of the outer packaging
  • a short description of the problem

We will reply within 2 business days. After we review the evidence, we will offer a repair, a replacement, a partial refund, or a full refund, depending on the verified issue.

4. RETURN PROCESS

Whether a damaged, defective, or incorrect item needs to be sent back is decided case by case, based on the photos and the type of problem.

If a return is required, we will approve it in writing first and send you the return address by email. For a verified damaged, defective, or incorrect item, WooloraPets pays the return shipping cost.

Items sent back without prior written approval cannot be accepted or refunded.

5. REFUNDS

Approved refunds are issued to the original payment method.

Refunds are processed within 5 to 10 business days after approval. Your bank or payment provider may need additional time to post the funds to your account.

6. NON-RETURNABLE ITEMS

The following are not eligible for return or refund:

  • personalized items returned because of change of mind or personal preference
  • gift cards
  • sale items

7. CONTACT US

Email: felixharrison.trade@gmail.com

WhatsApp: +86 180 3291 8577

We reply to refund and return requests within 2 business days.