Refund policy
## Our Commitment to You
At Little Tail Custom, your satisfaction is our top priority. We understand that each piece we create is a deeply personal tribute to your beloved pet. While our customized products cannot be returned due to their personalized nature, we are committed to working with you until you absolutely love your masterpiece.
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## Customized Products - No Returns
Due to the custom, made-to-order nature of our hand-painted portraits and personalized products, **we cannot accept returns or offer refunds** once production has begun. Each piece is uniquely created for you and your little tail, and cannot be resold.
However, if you're unhappy with your final product, **please contact us immediately**. We're passionate about customer satisfaction and will work with you to make things right.
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## 100% Satisfaction Guarantee
### Unlimited Free Revisions (During Preview Stage)
Before your hand-painted portrait ships, we provide a high-quality preview photo for your approval. During this stage, you can request **unlimited free revisions** to ensure the artwork perfectly captures your pet's spirit.
**Unlimited revisions include:**
- ✅ Adjusting colors, lighting, or shading
- ✅ Refining facial features or expressions
- ✅ Minor background changes
- ✅ Correcting any inaccuracies
**Please note:** "Unlimited revisions" refers to refinements of the original artwork. Major changes (such as switching to a completely different photo or changing the artistic style) are subject to the policy below.
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## Major Changes Policy
You may request **ONE of the following major changes per order at no charge:**
- Change to a different pet photo, OR
- Change to a different artistic style
**Example:** You originally ordered a Renaissance-style portrait of Max. You can switch to a different photo of Max OR change the style to Modern Portrait - but not both without an additional fee.
If you wish to make a second major change (e.g., third photo or third style change), our team will send you an invoice for **$10** to cover the artist's time in creating the new artwork.
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## Order Cancellation
### Within 24 Hours
You may cancel your order for a **full refund** within 24 hours of placing it, no questions asked.
### After 24 Hours
Cancellations after 24 hours will be granted at our discretion. Once our artists begin working on your portrait (typically within 24-48 hours), cancellation may result in a **$10 processing fee** to cover the artist's initial work.
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## Shipping Errors & Damaged Products
We stand behind the quality of our work. If any of the following occur, **we will replace your product at no cost:**
- ✅ You received the wrong product
- ✅ Incorrect size or print
- ✅ Product arrived damaged during transit
- ✅ Manufacturing defect or quality issue
**Important:** Please notify us within **48 hours** of receiving your order if any of these issues occur. Include photos of the problem so we can process your replacement quickly.
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## Photo Quality Requirements
**Your responsibility:** The quality of your final artwork depends heavily on the photo you provide.
### We Require:
- ✅ High-resolution images (minimum 1000 x 1000 pixels)
- ✅ Good lighting (natural light preferred)
- ✅ Clear, in-focus shots
- ✅ Front-facing or 3/4 angle photos
### We Cannot Accept Responsibility For:
- ❌ Artwork created from blurry, low-resolution photos
- ❌ Photos with poor lighting or heavy shadows
- ❌ Photos that don't meet our Photo Guidelines
**Please review our [Photo Guide](/pages/photo-guide) before uploading.** All examples on our website were created from high-quality, high-resolution photos. Low-quality photos will result in lower-quality artwork.
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## What We Can (and Cannot) Edit
### ✅ We CAN:
- Remove red-eye
- Adjust eye color
- Remove minor distractions from the background
- Enhance lighting and colors
- Remove collars or accessories (upon request)
### ❌ We CANNOT:
- Open or close your pet's mouth
- Add a smile or change expressions
- Combine features from multiple photos
- Drastically alter your pet's appearance
- Make your pet look like a different breed
**Special requests:** You're welcome to add notes to your order with special requests. While we'll do our best to accommodate them, we cannot guarantee all requests can be fulfilled due to artistic limitations.
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## Print-on-Demand Products (Pillows, Hoodies, etc.)
Our POD products (pillows, hoodies, mugs, etc.) follow the same customization policy. Due to their personalized nature:
- No returns or exchanges on customized items
- We will replace defective or damaged items
- We will remake items if there's a printing error
- Size exchanges are not available (please check our size charts carefully)
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## How to Contact Us
If you have any issues with your order, please reach out to us:
📧 **Email:**littletailcustom@gmail.com
💬 **Live Chat:** Available on our website Monday-Friday, 9am-6pm PST
**Please include:**
- Your order number
- Photos of the issue (if applicable)
- A description of the problem
We're here to help and will work with you to ensure you're thrilled with your Little Tail Custom masterpiece!