Returns & Refund Policy

Custom-Made Pet Rugs

CasaFurever sells custom-made pet portrait rugs. Each rug is individually handcrafted specifically from your submitted pet photo and chosen specifications.

Change of Mind

Because each rug is custom-made specifically for your order, we generally do not accept returns or exchanges for change of mind, incorrect preferences, or simply deciding that you no longer want the product.

We encourage all customers to carefully verify their photo selection, size choice, and crop preferences before finalizing their order.

Damaged or Defective Orders

If your order arrives damaged or has a significant manufacturing defect, please contact us within 7 days of delivery.

To help us review your request quickly, please provide:

• Your order number
• Clear photos showing the damage or defect from multiple angles
• Photos of the outer packaging and shipping label if the package arrived damaged
• A brief description of the issue

CasaFurever will review the case and determine an appropriate resolution based on the issue. Possible resolutions may include:

• A replacement rug
• A complimentary remake
• A partial or full refund

Each case is reviewed individually based on the evidence provided.

Design or Production Issues

If your finished rug has a significant issue that differs materially from the confirmed design or the specifications in your order, please contact us so we can review the issue.

Please provide:

• Your order number
• Clear photos of the received rug
• Relevant details about the confirmed design and order specifications

After review, CasaFurever may provide an appropriate solution, which may include a remake, replacement, or refund depending on the circumstances.

Custom Design Preview

To ensure you are happy with the artistic interpretation of your pet photo, custom preview is built into our standard process:

1. Photo Submission: You upload your pet's photo when placing your order.
2. Custom Preview: CasaFurever aims to provide a custom design preview in as fast as 48 hours.
3. Design Confirmation: You review and confirm the design preview.
4. Production: Once confirmed, your custom rug enters production (taking up to 5 business days).

Please review your design preview carefully before confirming. Once you confirm the design preview, the order is queued directly for production.

Order Changes & Cancellations

If you need to change your order or request a cancellation, please contact us as soon as possible.

Once your custom order has entered production, changes or cancellations may no longer be possible because materials and crafting time are already committed to your personalized piece.

Refunds

Refunds are considered after the order issue has been thoroughly reviewed and approved by our customer support team.

If a refund is approved, it will generally be issued to your original payment method. Depending on your bank or credit card provider, the refunded amount typically reflects on your statement within standard banking processing timeframes.

Refunds are not granted for change of mind, normal variations inherent to handcrafted textile production, or minor screen-to-fabric color differences.

Shipping Damage & Delivery Issues

If your package arrives visibly damaged in transit, please take photos of the damaged box before opening, as well as photos of the product inside, and contact us as soon as possible.

If tracking information indicates an abnormal delay or a potential lost shipment, please contact our support team with your order number so we can investigate with the carrier.

Please note that carrier delays due to weather, holidays, or customs processing do not qualify for an automatic refund. For full details on shipping timelines and tracking, please consult our Shipping Policy.

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