Return and Refund Policy
Most HooHooPet products are created from a customer's pet photo and are therefore personalized or made to order. This policy explains how cancellations, problems and refunds are handled for personalized physical products, digital artwork and any non-personalized items.
For help with an order, contact us at info@hoohoopet.com and include your order number.
Order cancellations and changes
Please contact us as soon as possible if you need to cancel or change an order. We can provide a full refund when a cancellation request is received before artwork or production has begun.
Once artwork, customization or manufacturing has started, we may be unable to cancel the order or change the submitted photo, name, color, size or other personalization details.
Personalized physical products
Because personalized products are created specifically for one customer and cannot normally be resold, we do not accept change-of-mind returns after production has begun.
If your item arrives damaged, defective, incorrect or materially different from the approved order details, please contact us as soon as possible. Include your order number and clear photographs showing the item, packaging and problem. After reviewing the issue, we will provide an appropriate remedy, which may include a correction, replacement, repair or refund.
Digital artwork
Digital products cannot be physically returned. A digital order may be cancelled before artwork has begun. Once creation or delivery of the personalized digital artwork has started, change-of-mind cancellations or refunds may not be available, subject to applicable consumer law.
If a digital file is corrupted, cannot be opened, contains an error or is materially different from the product description or approved order details, contact us so we can correct or replace the file. Where a correction or replacement is not appropriate, we will provide any refund required by applicable law.
Non-personalized products
If we sell a non-personalized physical product, you may request a change-of-mind return within any return period stated for that item or where applicable law provides a cancellation right. The item must be returned in its original condition, unused and with its original packaging. Contact us before sending anything back so we can provide the correct return instructions and address.
Return shipping
Do not send an item back without contacting us first. If an item is confirmed to be damaged, defective or incorrect, we will provide return or replacement instructions and cover reasonable return costs where required. For an eligible change-of-mind return of a non-personalized item, the customer may be responsible for return shipping unless applicable law requires otherwise.
Refunds
Approved refunds are issued to the original payment method. We aim to process an approved refund within 10 business days. Your bank or card provider may require additional time to display the refund.
Your legal rights
Nothing in this policy limits or excludes rights that cannot legally be limited or excluded. Personalized or custom-made products are generally excluded from ordinary change-of-mind cancellation rights, but customers still retain legal remedies when goods or digital content are faulty, not as described or not supplied with reasonable care and skill. Mandatory consumer protections in the customer's country or region will apply where required.
