Refund Policy

Operational draft: this policy remains subject to jurisdiction-specific counsel review before production publication.

Custom Handmade Work

WoolenPet commissions are custom handmade pieces created from customer photos and notes. Because artist time and materials are reserved for each order, refund availability depends on the production stage.

Full Payment

New WoolenPet orders use one full payment at checkout. WoolenPet does not use deposits or split installment payments for new orders. The accepted quote freezes the product, selected options, shipping, tax, discount, currency, total, and applicable policy versions.

Cancellation Before Payment

An eligible cancellation submitted before payment is completed is processed automatically. The checkout is canceled, reserved studio capacity is released once, and no refund is required because no payment was captured.

Cancellation After Payment

After payment, cancellation is reviewed under the policy version accepted with the order and the recorded production stage. The request pauses affected fulfillment while it is reviewed. A decision records the owner, reason, evidence, customer-visible status, and any required refund. A no-refund outcome requires an independent financial reviewer before the case can close.

Captured payment records are not deleted or relabeled when an order is canceled. Any approved refund is recorded separately against the original payment.

Changes To The Commission

Clarifications or reductions may be accepted without changing the original financial record when the accepted policy permits. Any customer-requested addition requires a new immutable amendment quote and full payment. WoolenPet does not rewrite the original quote or convert the change into a deposit.

Photo Issues

If the studio requests more reference photos and the customer does not respond, the order may pause. Refund eligibility for stalled orders depends on whether artist review, scheduling, or production work has already begun.

Preview Feedback

Preview feedback is handled through the revision rules on the product and limitations pages. A request for changes does not automatically create a refund right when the piece follows the approved product, pet count, photo direction, and handmade limitations.

Damaged, Incorrect, Or Returned Orders

If an order arrives damaged or the delivered item is materially different from the confirmed commission, open a delivery or return request from the commission page and provide private photo evidence. An approved physical return receives an RMA. Receipt, inspection, repair, write-off, replacement, reshipment, and refund evidence are recorded before the case hold is released.

Legacy Balance Adjustments

New WoolenPet orders are paid in full at checkout. If a historical order or reviewed manual correction has a legacy balance, shipping does not begin until that balance is paid or formally waived. Failure to resolve a legacy balance may pause shipment and support follow-up.

How To Request Help

Use the order-request panel on the commission page for cancellation, scope change, address change, delivery exception, or return requests. Use support for questions or help gathering evidence. Do not send public image links; upload evidence to the private commission record.