Refund policy

Last updated: October 4, 2026

CuteFurCompanions products are made on demand after an order is placed. Because each item is produced specifically to fulfill an order, our return and refund process differs from that of a traditional retailer holding ready-made inventory.

If there is a genuine problem with your order, we will work with you to resolve it.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region.

Damaged, defective, misprinted, or incorrect items

If your item arrives damaged, has a manufacturing or printing defect, or you receive an item different from what you ordered, please contact us within 30 calendar days of delivery.

Eligible issues may qualify for a replacement or refund, depending on the circumstances.

Contact us at support@cutefurcompanions.com and include:

• Your order number.
• A brief description of the problem.
• A clear photograph showing the entire product.
• Clear close-up photographs showing the damage, defect, or printing issue.
• A photograph of the product or size label where relevant.
• A photograph of the shipping package where delivery damage is involved.
• If several items have the same issue, a photograph or video showing all affected items together.

We may request additional photographs, measurements, video, packaging information, or other reasonable evidence if needed to properly assess the issue.

Please keep the affected product, packaging, and labels until your claim has been resolved.

The 30-day reporting period allows us to investigate production and fulfillment issues promptly. It does not reduce any longer statutory rights that apply to defective or non-conforming goods.

Do I need to return a damaged or defective item?

In most cases, no physical return is required for a verified manufacturing defect, printing error, damaged product, or incorrect item.

Please do not return anything unless we specifically ask you to do so.

If a physical return is required, CuteFurCompanions will provide the correct return instructions and authorized return address for that particular order.

Do not send products to the address shown on the original shipping label or to any manufacturing or fulfillment facility unless we have specifically instructed you to do so.

Manufacturing variations

Because our products are individually produced using print-on-demand manufacturing methods, small variations can sometimes occur between products.

Minor differences in print placement, color appearance, garment dimensions, or other manufacturing characteristics that fall within reasonable production tolerances are not normally considered defects.

For some printing methods, minor print-placement variation of approximately 0.5 inches can occur. Garment measurements can also vary slightly from published size guides because of normal manufacturing tolerances.

However, significant manufacturing errors, materially incorrect measurements, incorrect products, or products that do not reasonably match their description will be reviewed as potential defects.

Wrong size, color, or variant

Please carefully review the product description, size guide, measurements, color, design, and variant before placing your order.

Because products are manufactured on demand, we do not ordinarily provide refunds, replacements, or exchanges when:

• The customer selected the wrong size.
• The customer selected the wrong color.
• The customer selected the wrong product variant.
• The customer ordered the wrong quantity.
• The item was received as ordered but the customer would prefer another option.
• The customer changed their mind after purchasing.

If you ordered the correct size or variant but received something different from what you ordered, that is considered a fulfillment issue and should be reported to us.

Mandatory statutory return or withdrawal rights applicable in your country remain unaffected.

Size-related manufacturing issues

Selecting the wrong size is different from receiving an incorrectly manufactured product.

If the label shows the size you ordered but you believe the physical measurements are materially outside the measurements shown in the applicable size guide, please contact us within 30 days of delivery.

We may ask you to:

• Lay the garment flat.
• Place a measuring tape or ruler across the relevant measurement points.
• Provide clear photographs showing those measurements.

If the item is confirmed to fall materially outside the applicable manufacturing tolerance, we will treat it as a potential manufacturing defect.

Exchanges

Because every product is made on demand, we do not ordinarily offer direct exchanges for customer-selected changes such as a different size, color, or design.

If you received exactly what you ordered but want another option, you will normally need to place a new order.

If we sent the wrong product or the item contains a verified manufacturing defect, we will handle it as an order issue rather than as a voluntary exchange.

Lost orders

If your order has not arrived, please first:

• Confirm that the shipping address on your order is correct.
• Review the tracking information.
• Check whether the carrier attempted delivery.
• Check with household members, reception staff, neighbors, or building management where appropriate.
• Contact the local postal service or carrier, as some parcels are held for collection.

An order may be considered potentially lost if it has not been delivered within:

• 30 calendar days for domestic United States deliveries or regional European Union deliveries.
• 45 calendar days for other international deliveries.

If your order reaches the applicable period without being delivered, please contact us within one week after that period ends so we can investigate the shipment.

If the shipment is confirmed lost and the delivery problem was not caused by incorrect information provided by the customer, the order may qualify for a replacement or refund.

These reporting periods help us investigate shipping problems efficiently and do not limit any longer mandatory consumer rights concerning non-delivery.

Tracking shows delivered, but I cannot find my order

If tracking shows that your parcel was delivered but you cannot locate it, please:

• Check around the delivery location.
• Check with other members of your household.
• Check with reception, building staff, or neighbors where appropriate.
• Contact the local carrier or postal service.
• Confirm that the shipping address on your order was correct.

If the parcel still cannot be located, contact us at support@cutefurcompanions.com with your order number and any available information.

We will review the circumstances and investigate the delivery where appropriate.

A carrier showing an order as delivered does not automatically prevent us from investigating credible reports of non-delivery.

Incorrect or incomplete shipping address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please contact us immediately if you notice an address error.

Once an order has entered production or shipment, we cannot guarantee that the delivery address can be changed.

If a shipment cannot be delivered because the customer provided an incorrect, incomplete, or undeliverable address, a free replacement or full refund might not be available.

Depending on the circumstances, re-shipment may require payment of additional shipping or production costs.

This does not apply where the delivery problem was caused by CuteFurCompanions, the fulfillment process, or the shipping carrier.

Order cancellations and changes

If you need to cancel or change an order, contact us as soon as possible.

Because our products are made on demand, production can begin shortly after an order is placed.

Before production begins, we may be able to cancel or modify the order.

Once production has started, we might no longer be able to:

• Cancel the order.
• Change the product.
• Change the size.
• Change the color or variant.
• Change the design.
• Change the quantity.
• Change the shipping method.
• Change the delivery address.

This operational limitation does not remove any mandatory cancellation or withdrawal right provided by applicable consumer law.

Fraudulent or abusive claims

We take genuine product and delivery problems seriously. We also reserve the right to reasonably verify refund, replacement, damage, and non-delivery claims.

We may decline a refund, replacement, or other non-statutory remedy where reliable evidence indicates that:

• The correct product was manufactured and delivered without a covered defect.
• The claimed issue falls within reasonable manufacturing tolerances.
• Damage occurred after delivery because of misuse, improper washing or care, accidental damage, alteration, or normal wear.
• Photographs, videos, documents, measurements, tracking information, or other evidence have been materially falsified, manipulated, or misleading.
• A refund or replacement has already been provided for the same loss.
• The claim is otherwise materially false or fraudulent.

We may request reasonable supporting evidence before resolving a claim.

Nothing in this section allows CuteFurCompanions to deny a statutory right or remedy that cannot legally be excluded.

European Union and EEA customers

If applicable EU or EEA consumer law applies to your purchase, you generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason.

This statutory right applies separately from our standard made-to-order return policy.

To exercise an applicable right of withdrawal, contact us at support@cutefurcompanions.com or use the return or cancellation option available through your customer account where provided.

If a physical return is required, we will provide the authorized return instructions and destination.

Please do not independently send the product to an address shown on the original shipping package.

For eligible non-defective change-of-mind returns, the customer is responsible for the direct cost of return shipping where permitted by law and where this responsibility was disclosed before purchase.

Where required by applicable law, we will refund:

• The eligible purchase price.
• The cost of the least expensive standard outbound delivery method offered for the original order.

Additional amounts paid for express, priority, or premium shipping above the cost of standard delivery are not refundable unless required by law.

Where permitted by law, we may withhold the refund until we receive the returned goods or receive acceptable evidence that they have been returned.

Customers may reasonably inspect an eligible product to establish its nature, characteristics, and fit.

Where permitted by law, a refund may be reduced to reflect diminished value caused by handling beyond what would reasonably be necessary to inspect the product. This can include washing, alteration, staining, damage, prolonged use, strong odors, or contamination.

EU and EEA statutory rights concerning defective or non-conforming goods remain separate from the 14-day withdrawal right.

United Kingdom customers

Where UK consumer law applies, eligible customers purchasing online generally have 14 days after receiving their goods to notify us that they wish to cancel an eligible purchase.

After notifying us, the item must be returned within the period required by applicable law.

If a physical return is required, CuteFurCompanions will provide the appropriate return instructions and destination.

The direct cost of returning a non-defective change-of-mind purchase may be the customer's responsibility where permitted by law and properly disclosed.

Your statutory rights regarding faulty, misdescribed, unsatisfactory, or otherwise non-conforming goods remain unaffected.

Mexico customers

Where Mexican consumer law applies, any mandatory cancellation, revocation, warranty, replacement, refund, compensation, or other consumer rights take priority over any conflicting term in this policy.

If you wish to exercise an applicable statutory right, contact us at support@cutefurcompanions.com and we will provide the appropriate instructions.

Other statutory consumer rights

Consumer-protection rules vary between countries, states, provinces, and territories.

Nothing in this policy is intended to exclude, restrict, or replace a legal right that cannot lawfully be excluded.

Where a provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory consumer law will apply to the extent of that conflict.

Returns

Do not send any product back without contacting us first.

CuteFurCompanions does not operate a general customer returns warehouse. Because products can be manufactured and shipped from different fulfillment locations, there is no single return address suitable for every order.

If a physical return is required, we will provide the authorized return address and instructions applicable to your particular order.

The return destination can vary depending on the product, fulfillment location, destination country, and reason for the return.

Products sent to an unauthorized manufacturing facility, fulfillment address, shipping-label address, or other location may not be recoverable.

Contact us first at:

support@cutefurcompanions.com

Refunds and replacements

After reviewing an eligible claim, CuteFurCompanions may provide:

• A replacement.
• A refund.
• Another remedy required by applicable consumer law.

For most verified manufacturing defects, damaged products, or fulfillment errors, a physical return is not normally required.

Approved refunds are normally issued to the original payment method unless another method is agreed or required by law.

We will process approved refunds without undue delay and within any timeframe required by applicable law.

Your bank, card issuer, or payment provider may require additional processing time after the refund has been issued.

A customer will not ordinarily receive both a full refund and a free replacement for the same item unless required by law or specifically agreed by CuteFurCompanions.

Contact us

For damaged products, printing issues, incorrect items, missing orders, cancellation requests, refunds, or other order concerns, contact:

CuteFurCompanions
Email: support@cutefurcompanions.com

Please include your order number whenever possible.