Refund policy

🔁 Refund & Return Policy

1. Custom-Made Products

  • Each item is handcrafted to order and requires significant time and effort to create.

  • Due to their personalized nature, we do not accept returns once production has started.

2. Order Cancellation & Refunds

  • Within 24 hours of payment: You may cancel your order at full refund.

  • After 24 hours but within 48 hours: A 50% fee applies (to cover materials and labor), and the remaining 50% refund will be issued.

  • After 48 hours: Production has begun and no refunds or returns are available—materials and time are non-recoverable. 

3. Product Similarity & Adjustments

  • BubTail’s custom products aim to resemble your pet (color, markings, features) but are not exact replicas.

  • For minor adjustments, you may return the product at your expense. We will gladly make the revisions to ensure your satisfaction.

4. Pre-Shipment Packaging Verification

  • We record and send a video of each product’s packaging before shipment.

  • If your product is damaged or missing, immediately contact us (support@bubtail.com) and the carrier, and send us the unboxing video + photos.

  • Keep all packaging and damaged items—you may need these for a carrier claim.

5. Returns Due to Shipping Damage

  • If damage occurs in transit, you may return the product at your cost.

  • Return shipping fees vary by location.

  • Once we receive the returned item, we will process your refund within 30 days, via your original payment method.

  • You'll receive a confirmation email once the refund is initiated.

6. Refusal of Delivery

  • Orders cannot be canceled after shipment.

  • Refusing delivery will not result in a refund.