Refund policy

Last updated: September 22, 2026

Personalized orders and cancellations

Every KINUPAW piece is custom-made. Once design work has started, we do not accept cancellations or refunds simply because you change your mind, even if physical production has not yet begun. Design preparation is part of the paid customization service and requires time and work.

For the custom 925 sterling silver pet portrait pendant, we do not accept change-of-mind returns or exchanges once customization work has started. If work has not started, the cancellation rule below applies. Damage, defects, incorrect customization, shipment delays and rights that cannot legally be excluded remain covered by the sections below.

If you need to cancel before design work starts, contact [email protected] immediately with your order number. If design work has not started, we can cancel the order and refund your payment. We will confirm the order's actual stage when responding to your request.

Design review and changes

For necklaces and bracelets only, we provide a design image within 4–5 business days after receiving complete photos and customization details. One design revision is included. Please check the portrait, names, spelling and all customization details before approving it. Production starts after your approval and takes 10 business days before dispatch; design preparation and approval time are additional. Ceramic urns, mugs and wool felt keepsakes proceed directly to 10-business-day production once all required details are complete, without a design-preview approval step. After physical production begins, customization cannot be changed. Finished-product photographs are not provided before dispatch.

After design work or production has started, change-of-mind returns are not accepted. This includes choosing a different pet, style or personalized detail after approval. These restrictions do not apply where the item is defective, damaged, materially different from the approved design or description, or where applicable law requires a remedy.

Damage, defects and incorrect customization

If your item arrives broken or damaged, we will arrange a refund or a remake at no additional cost. If there is another quality issue, or we have made a material error compared with the approved design or agreed customization, contact us so we can arrange an appropriate remedy, including a remake or refund as appropriate and required by law.

Email [email protected] with your order number, a description of the issue and clear photographs of the item and packaging if possible. Please report problems as soon as reasonably possible and keep the packaging while we review the issue. We do not require an unboxing video as a condition of assistance.

Please contact us before returning an item so that we can provide the correct instructions. If we require a return for a verified damage, defect or customization error caused by us, we will arrange or cover the necessary return shipping.

Handmade characteristics

Small variations in brushwork, texture, shape and color can occur because each piece is handmade and screens display colors differently. This does not excuse defects, damage or a material mismatch with the approved design or product description.

Refunds and shipment delays

Approved refunds are issued to the original payment method. We will confirm when the refund has been processed; the time it takes to appear depends on your payment provider or bank.

If we cannot ship within the promised timeframe, we will notify you and offer a revised shipment estimate and the option to cancel for a refund as required by applicable law. Missing or undelivered orders will be investigated with the carrier; your applicable consumer rights remain unaffected.

Your rights

This policy does not exclude or restrict rights and remedies that cannot legally be excluded, including rights relating to faulty, misdescribed or undelivered goods. Contact: [email protected].