Refund & remake policy

The mold kit includes three portions of AB material. Imperfect first attempts are common; follow the guide and use “early feedback” in the portal with clear photos or video before mailing the physical mold.

If all three portions fail to yield a reviewable mold, we send one free replacement kit (same order, same pet; shipping and return rules still follow Shipping & returns). If nose texture still cannot be captured after that reship, you may confirm a switch to a paw-pad piece in the portal (clearly labeled, not called a nose print).

We mark uploads or physical molds as approved, retry needed, or not suitable / paw-pad option (wording as shown in the portal). After approval we finalize size and style, then queue production.

If a mold is damaged in transit, material is expired, or instructions were clearly not followed, we may require a new attempt without treating it as our quality fault; free reship or fees will be explained case by case.

Before we ship the mold kit: you may request cancellation; if already paid, we generally refund via the original payment method (minus non-refundable third-party fees already incurred, if any).

After the kit ships but before production starts: cancellation may be partial refund or store credit because kit and logistics costs apply; the amount depends on costs already incurred. After production starts: no cancellation for change of mind; refunds only where law requires, we cannot deliver, or we agree in writing.

If, within a reasonable time after delivery, a defect attributable to us is confirmed (e.g., major deviation from approved samples, loose setting, structural issue beyond normal handmade variance), we will prioritize repair or one remake; per-order limits and timing follow portal and written support replies.

Remakes use the same approved physical mold (or confirmed paw mold) unless you asked us to destroy it or it is unusable. Damage from wear, impact, chemicals, or unauthorized alteration is not covered.

Approved refunds generally go back to the original payment method (same card, wallet, or channel we supported at the time). If that path is unavailable, we agree an HKD bank transfer or other written method with you. Timing depends on the payment provider—often several to ten-plus business days after approval.

Partial refunds, adjustments alongside remakes, or orders with an open chargeback may pause production and shipment until payment status is clear. We summarize decisions in the portal and email; dispute outcomes within a reasonable time with evidence.