PetAureli Studio · Returns & Care
Every PetAureli piece is created individually from your pet photograph and customization details. PetAureli Studio is operated by Aureli Global Pet Creative Limited, a company registered in Hong Kong. Because our artwork is personalized and made specifically for you, our return and cancellation policy differs from that of standard, non-customized retail products.
We want you to feel confident ordering from us. If your order arrives damaged, materially defective, incorrect, or materially different from the order we confirmed, please contact us and we will work with you toward an appropriate solution.At a glance
Before Production
Contact us promptly. We will make reasonable efforts to
accommodate cancellation or changes before custom
production begins.
After Production Begins
Because your piece is made specifically for you,
change-of-mind cancellations and returns are generally
not available once personalized production has started.
Problem With Your Order
If an item is damaged, defective, incorrect, or materially
different from the confirmed order, contact us so we can
review and resolve the issue.
Contents
01
Custom-Made Products
02
Changing or Cancelling an Order
03
After Production Begins
04
Artwork Proofs & Approval
05
Handmade Variations
06
Damaged Orders
07
Defective or Incorrect Orders
08
Lost or Missing Parcels
09
Address Errors
10
How to Report a Problem
11
Available Resolutions
12
Refund Processing
13
Return Shipping
14
Consumer Rights
15
Contact Us
01
PetAureli products are generally created specifically for an
individual customer using photographs, names, selected options,
artwork instructions, sizes, and other customization information.
Because these products are personalized and cannot ordinarily be
resold as standard inventory, they are generally not eligible for
change-of-mind returns or exchanges once custom production has begun.
Custom-Made & Personalized Products
Personalized product notice
This policy does not remove any mandatory consumer rights that
cannot legally be excluded. If applicable consumer law provides
you with additional rights, those rights continue to apply.
02
If you need to change or cancel an order, please contact
support@petaureli.com as soon as possible.
Before personalized production begins, we will make reasonable
efforts to accommodate cancellation requests or changes to:
Changing or Cancelling an Order
- pet photographs;
- spelling or names;
- product options;
- size selections;
- shipping information; or
- other customization details.
03
Once personalized design, painting, printing, engraving,
fabrication, assembly, or another custom production process has
started, the product has been committed specifically to your order.
At this stage, cancellation because you have changed your mind
may no longer be available.
If we are able to stop production before significant work or
materials have been committed, we may consider a cancellation
or partial refund on a case-by-case basis.
After Production Begins
04
Where PetAureli provides an artwork proof, composition,
mock-up, preview, or other approval stage, please review it carefully.
You are responsible for checking information such as:
Artwork Proofs & Customer Approval
- the correct pet;
- spelling and names;
- layout and crop;
- orientation;
- product size;
- requested customization; and
- other visible order details.
05
Each PetAureli piece is individually created. Small differences
from website examples or digital previews may naturally occur.
Reasonable variation may include:
Handmade & Artistic Variations
- brushwork;
- paint density;
- color tone;
- texture;
- fur detail;
- transparency;
- layer depth;
- surface finish; and
- other handcrafted details.
Part of the handmade character
Reasonable artistic and handmade differences are part of the
individual nature of the work and do not by themselves constitute
a manufacturing defect.
06
If your order arrives damaged, please contact us promptly after
delivery so that we can investigate the issue with you and,
where appropriate, the shipping carrier.
Please retain the product and all original shipping packaging
until we confirm that it is no longer needed for the claim.
We may ask you to provide:
Orders Damaged in Transit
- your order number;
- photos of the outer shipping box or mailer;
- photos of any visible impact or packaging damage;
- photos of the damaged product;
- photos of internal protective packaging; and
- a brief description of the problem.
07
Please contact us if your order is:
Defective, Incorrect, or Materially Different Orders
- materially defective;
- the wrong product;
- made for the wrong pet due to an error by PetAureli;
- missing an important component;
- materially different from the customization we confirmed; or
- otherwise incorrect due to an error by PetAureli.
08
International delivery times are estimates and delays may occur
due to customs processing, carrier networks, weather, public
holidays, security inspections, or other circumstances outside
our reasonable control.
If tracking appears to have stopped for an unusual period or
your parcel appears to be lost, please contact us.
We may need to open an investigation with the carrier before a
replacement or refund can be confirmed.
If a carrier confirms that a parcel has been lost and the loss
was not caused by an incorrect customer-provided address or other
customer-controlled issue, we will work with you toward an
appropriate resolution.
Lost, Delayed, or Missing Parcels
09
Customers are responsible for providing a complete and accurate
shipping address.
If you notice an address error before shipment, contact us
immediately. We will make reasonable efforts to update it.
Once a parcel has entered the shipping network, an address change
may no longer be possible.
If an incorrect or incomplete customer-provided address results
in a returned, misdelivered, or undeliverable parcel, additional
shipping or handling costs may apply before reshipment.
Incorrect or Incomplete Shipping Addresses
10
Email support@petaureli.com with:
How to Report a Problem
- your order number;
- your name and email address used for the order;
- a clear description of the issue;
- clear photographs of the product where relevant; and
- photographs of the packaging if the issue relates to shipping damage.
11
Depending on the nature of the issue, applicable law, and what is
reasonably appropriate, a resolution may include:
Available Resolutions
How we may make things right
Remake
A replacement custom piece may be created where appropriate.
Replacement
A replacement item or component may be provided.
Repair
Where practical, we may offer an appropriate repair solution.
Partial Refund
A partial refund may be appropriate where the issue does
not require a complete remake or full refund.
Full Refund
A full refund may be provided where appropriate or required
by applicable law.
Other Resolution
We may agree another reasonable solution with you depending
on the circumstances.
12
Approved refunds will normally be issued to the original payment
method where possible.
Refunds are processed by Aureli Global Pet Creative Limited through
the applicable payment service provider used for the original transaction.
Depending on availability, payment providers may include
Airwallex, PayPal, Stripe, or other supported payment partners.
Once we have successfully processed an approved refund, it will generally take
3–10 business days for the refunded amount to appear in your account,
depending on your bank, card issuer, payment provider, and local banking network.
If a partial refund is agreed, only the approved portion of the
order amount will be refunded.
Except where the original payment method is unavailable or applicable law requires
otherwise, we do not normally issue approved refunds to a different card, bank account,
digital wallet, or unrelated third party.
Refund Processing
13
Please do not return a personalized PetAureli product without
contacting us first.
Because many issues can be resolved through photographs,
carrier evidence, replacement components, or a remake, a physical
return may not always be required.
If we require a return, we will provide the applicable instructions.
Where the item is materially defective, incorrect, or damaged due
to circumstances for which PetAureli is legally responsible,
return-shipping responsibility will be handled in accordance with
applicable law.
Return Shipping
14
Nothing in this Refund & Returns Policy is intended to exclude,
limit, or replace mandatory consumer rights that apply to you.
Rules relating to personalized goods, defective products,
non-conforming products, refunds, repairs, replacements, and
distance sales may vary by country or region.
If applicable law gives you a mandatory remedy that conflicts
with part of this policy, the mandatory legal right will prevail
to the extent of that conflict.
Your Consumer Rights
EU customers
For online purchases in the EU, the ordinary 14-day
change-of-mind withdrawal right generally does not apply to goods
made to the consumer’s specifications or clearly personalized.
Separate legal rights regarding faulty or non-conforming goods
remain applicable.
15
If you have a question about cancellation, damage, a refund,
a replacement, or another order issue, please contact us.
Contact Us
PetAureli Studio
Operating Company: Aureli Global Pet Creative Limited
Registered Jurisdiction: Hong Kong
Email:
support@petaureli.com
Website:
petaureli.com
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