Customer Satisfaction Policies for Custom Woolen Timeless Portraits
We treasure the bond you share with your companion and strive to make every portrait a cherished keepsake. As each piece is hand-sculpted uniquely for you, our policies balance artistic dedication with your peace of mind:
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Policy
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Key Conditions
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Resolution Pathway
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Refund Policy
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Returns unavailable due to bespoke nature.
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► Contact paulxue1979@gmail.com within 7 days of delivery.
► We offer complimentary revisions (e.g. shape refinement, detailing) to perfect your portrait.
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Modification After Delivery
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Additional adjustments post-delivery.
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► Ship portrait to us at your expense.
► We’ll strive to revise it per your requests (material/time fees may apply).
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Pre-Shipment Changes
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Order edits within limited window.
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► Submit changes within 24 hours of ordering.
► Later requests subject to feasibility & fees.
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Order Cancellation
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Cancellation flexibility depends on progress.
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► Before production: Refund minus 20% non-refundable deposit.
► After production start: Non-cancellable (materials/time committed).
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Why these policies exist:
Each bespoke portrait consumes 40+ hours of handwork with ethically sourced Australian Merino wool. The deposit secures your artist’s time and rare materials, while our revision promise ensures your ultimate satisfaction with this irreplaceable heirloom.
We value you—not as a transaction, but as a fellow pet lover entrusting us with memories. ❤️