This Refund and Cancellation Policy applies to custom orders placed with Felt & Fond, operated by Xi’an Youhe Electronic Technology Co., Ltd. (西安优禾电子科技有限公司).
Before production begins
You may cancel before production begins. If you cancel before production begins, the 50% deposit will be refunded.
After production begins
You may cancel after production has begun, but the 50% deposit is non-refundable because materials, artist time, and custom work have already been committed to your portrait.
Revisions and final approval
We send photographs during production and accept reasonable adjustment requests before final approval. We continue refining the portrait until you are satisfied and give final approval. Final approval closes the revision stage. No further changes are available after final approval.
Remaining balance
After final approval, we send a secure Shopify invoice for the remaining 50%. The completed piece is prepared for shipment after the balance is paid.
Custom product returns
Because every portrait is created specifically for one customer and one pet, custom pieces cannot be returned or exchanged after final approval, except when the parcel is lost, the item arrives damaged, or the wrong item is delivered.
Lost, damaged, or incorrect orders
If an order is lost in transit, arrives damaged, or contains the wrong item, we will arrange a remake or refund as appropriate. For a damaged or incorrect delivery, contact support@feltandfond.com within one day of delivery. Include the order number and photographs or video of the outer packaging, product, and shipping label.
Refund processing
Approved refunds are returned to the original payment method when possible. Processing times depend on the payment provider and the customer’s financial institution.
Contact
Questions about a cancellation, refund, or delivery problem should be sent to support@feltandfond.com.