To protect your shopping rights and ensure every customer has a satisfying purchasing experience, and considering the special nature of our customized products (which require long and meticulous work by our artists), the rules for returns, exchanges, and after-sales service are as follows:

1. Core Return & Exchange Principles

  • Due to the uniqueness and production cost of custom-made products, no return or exchange requests will be accepted after 24 hours of placing an order.
  • If your product is damaged during transportation (non-human causes, such as damage caused by broken packaging), please contact customer service immediately. An unboxing video is the only valid proof for transportation damage claims, so please make sure to keep it.

2. Situations Not Eligible for Returns/Exchanges

  • Your request will not be accepted under the following circumstances:
  • Dissatisfaction caused by personal preferences, including but not limited to size, color, or aesthetic differences from expectations.
  • Products that have been installed, used, or are missing/damaged original packaging (including accessories, labels, etc.).
  • Products not purchased through our official website (www.petcreativity.com).

3. Conditions for Free Reshipment Service

If your order meets all of the following conditions, we will provide a free reshipment service (including shipping costs) to ensure your rights:

Product issue type:

  • Non-human damage caused during shipping (e.g., damaged frame/glass protector can be resent as parts; damaged internal glass painting board can be redrawn free of charge).
  • Wrong item sent due to merchant’s operational error.

Purchase channel: The product must have been ordered from our official website (www.petcreativity.com).

4. After-Sales Application Process

Contact customer service: Submit your after-sales request via email at ppainting157@gmail.com.

Required materials (must be included in your email to ensure quick processing):

  • Order number (available on the order details page).
  • Photos clearly showing the product issue (damage or wrong item).
  • Unboxing video (mandatory for shipping damage or quality issues; must fully capture the unboxing process and product condition).

Processing time: Our customer service team will reply within 1–3 business days after receiving your request and provide the next steps.