Last updated: November 2025
Thank you for choosing LumoPaws for your handmade pet portrait or sculpture.
Because our pieces are custom made and personalised, our return and refund policy is a little different from a normal online shop. Please read this page carefully before placing an order.
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1. Custom and made-to-order items
All LumoPaws pet portraits, full-body sculptures and figurines are **handmade to order** based on the photos and information you provide.
For this reason, we **cannot accept returns or offer refunds** for:
- Change of mind
- Ordering the wrong size or style
- Personal taste or expectations
- Small artistic differences in colour, pose, fur length or expression
Each piece is an interpretation of your pet in wool felt, not a machine copy. Tiny differences are part of the charm of a handmade item and are not considered defects.
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2. Damaged or incorrect items
We take a lot of care with packaging, but if your order arrives **seriously damaged** or we clearly send the **wrong item**, we will make it right.
If this happens, please contact us **within 7 days** of delivery and include:
1. Your order number
2. Clear photos of the damage or wrong item
3. Photos of the outer box and all packing materials
After reviewing the case, we may offer one of the following:
- A repair or remake of the item
- A partial refund
- A full refund (in rare cases where the item cannot be repaired or remade)
Please do not throw away the packaging until we have finished reviewing your claim, as the shipping carrier may ask to see it.
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3. Lost parcels
If your tracking has not moved for a long time or the parcel appears lost, please contact us and we will open an inquiry with the shipping carrier.
If the carrier confirms that the parcel is lost, we will either:
- Remake and resend your item, or
- Offer a refund, depending on the situation and your preference.
Please note that delays caused by customs, holidays or local postal services are outside of our control and do not qualify as a lost parcel until the carrier confirms it.
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4. Cancellations and changes
If you need to cancel or change your order, please email us as soon as possible.
- If we **have not started** working on your piece, we may be able to cancel and refund the order.
- If work has already begun, we may only be able to offer a **partial refund** or, in some cases, no refund. This depends on how far along we are in the process and on the materials already used.
Small changes (for example, adding a note about eye colour) may be possible early in the process. Once the piece is nearly finished, changes are usually no longer possible.
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5. Non-returnable items
The following items are non-returnable and non-refundable except in cases of serious damage or error:
- All custom and personalised items
- Gift cards
- Sale or promotional items
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6. How refunds are processed
If we approve a refund, it will be processed back to your original method of payment.
- Please allow a few business days for us to issue the refund.
- Your bank or card provider may need additional time to post the credit to your account.
If you have not received a refund after we have confirmed it was issued, please first check with your bank or card company. If you still have questions, contact us and we will help you follow up.
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7. Contact us
If you have any questions about this Return & Refund Policy or think there is a problem with your order, please contact us at:
Email:lumopawsus@gmail.com
We are a small studio and reply personally to each message. We’ll do our best to help.