Refund Policy

Seller And Scope

This policy applies to custom commissions sold by AI Cube, LLC d/b/a WoolenPet ("WoolenPet," "we," or "us"). Business mailing address: 2810 N Church St, STE 88565, Wilmington, DE 19802.

Each WoolenPet piece is made for a specific customer from private photos and notes and ordinarily cannot be resold. The cancellation schedule below is a commercial maximum, not a statement that a fixed percentage is automatically earned. It does not limit remedies for seller delay, non-delivery, loss, damage, a wrong item, material nonconformity, warranty coverage, or rights that cannot lawfully be waived.

Full Payment And Accepted Terms

New orders use one full payment at checkout, not a deposit or installment plan. Payment receipt alone is not Order Acceptance. An accepted order records the product, options, pet count, price, discount, shipping, tax, currency, ship-by basis, and policy versions presented at checkout.

Any approved refund is recorded against the original payment. We do not delete, relabel, or rewrite the original payment or accepted quote when an order is canceled or amended.

How A Customer Cancellation Charge Is Calculated

Where a stage permits a deduction, WoolenPet may deduct only documented, actual, reasonable, and nonrecoverable order-specific cost, such as completed commission labor, custom material already consumed, or the unavoidable loss on a finished custom piece that cannot reasonably be resold. We do not automatically charge the stage cap, and we do not use a cap as a penalty.

The deduction is the lower of the actual qualifying cost and the stated percentage cap. WoolenPet will identify the applicable stage and provide a plain-language itemization of the categories deducted. General overhead, future work not performed, unincurred shipping, and amounts WoolenPet can reasonably avoid or recover are not deductible.

Stage 1 — Before Payment Or Order Acceptance

Before payment is captured, cancellation closes the checkout without a charge. If payment has been captured but WoolenPet has not sent Order Acceptance, cancellation receives a 100% refund. If WoolenPet declines the order, the same seller-cancellation refund applies.

Stage 2 — Initial Full-Refund Window

The customer receives a 100% refund when cancellation is submitted by the later of:

1. 24 hours after successful payment; and
2. delivery of the Reference Complete / Work Start Notice.

This means the full-refund window does not close until both events have occurred. Work begun before the window closes does not reduce this refund.

Stage 3 — After Work Start, Before First Preview

After the Work Start Notice and the initial full-refund window have both ended, but before we deliver the first preview, the customer receives at least 70% of the order price. Any deduction is limited to the lower of actual qualifying nonrecoverable cost or 30% of the order price.

Stage 4 — After First Preview, Before Final Approval

After we deliver the first preview but before the customer gives express Final Approval, the customer receives at least 30% of the order price. Any deduction is limited to the lower of actual qualifying nonrecoverable cost or 70% of the order price.

Stage 5 — After Final Approval Or Shipment

After express Final Approval or after the commission is placed with the carrier, whichever occurs first, there is no change-of-mind cancellation. WoolenPet may retain only amounts it is lawfully entitled to retain and will refund unincurred shipping and adjust taxes as applicable.

Final Approval or shipment does not waive claims involving concealed transit damage, non-delivery, a wrong item, material nonconformity not reasonably visible in the preview, the 90-Day Limited Workmanship Warranty, or any right that cannot lawfully be waived.

WoolenPet Cancellation, Delay, Or Inability To Fulfill

If WoolenPet declines or cancels an order, cannot fulfill it, or cannot ship by the promised ship-by date and does not obtain the customer's express consent to a revised date, the customer may cancel for a 100% refund of the product price, tax, shipping, and other amounts paid for the unshipped commission. Silence is not consent to a delay.

If the customer expressly chooses a revised ship-by date, that consent applies only to the stated date. A further delay requires another express choice between consenting to a new date and canceling for a full refund.

Reference Photos, Changes, And Preview Feedback

Production starts only after cleared payment and usable references are complete. If information is missing, we will identify what is needed and may pause the production clock until it is received. A pause caused by missing customer information does not allow WoolenPet to silently approve the piece or retroactively change the cancellation stage.

Clarifications within the accepted scope may be handled without a new charge. An addition or material scope change requires a separate written quote and express payment authorization. Requesting a revision does not itself create or eliminate a refund right.

Damage, Wrong Items, Nonconformity, And Returns

Change-of-mind limits do not apply when an item is lost before delivery, arrives damaged, is the wrong item, or is materially different from the accepted commission. Use /support and provide the private evidence described in the Shipping Policy. If a physical return is required, we will issue an RMA and, for a WoolenPet-responsible return, a prepaid label.

The suggested 7-day and 30-day reporting windows and the RMA timing are set out in the Shipping Policy. Those administrative windows help preserve carrier evidence; missing one does not automatically forfeit warranty protection or any right that cannot lawfully be waived.

How And When Refunds Are Sent

Once a refund is approved or otherwise required, WoolenPet will initiate it to the original payment method within 7 working days. We do not substitute store credit unless the customer affirmatively chooses it after becoming entitled to a monetary refund. A bank, card network, or payment provider may take additional time to post the credit after we initiate it.

If the original method cannot receive the refund, we will arrange a lawful alternative and confirm it in writing. Refund status and amount will be available through the account or support response.

Payment-Card And Legal Rights

Nothing in this policy limits a customer's right to dispute an unauthorized, undelivered, rejected, defective, or incorrectly billed charge with the payment issuer or to contact a regulator. Contacting WoolenPet first is encouraged but is not required where doing so could affect a legal or issuer deadline. Applicable law controls if it gives the customer a more favorable remedy or deadline.

Requesting Cancellation Or Help

Submit cancellation, refund, damage, delivery, or RMA requests through /support. You may also email studio@woolenpet.com. Upload evidence privately; do not publish customer or pet photos merely to support a claim.

• AI Cube, LLC d/b/a WoolenPet
• Business mailing address: 2810 N Church St, STE 88565, Wilmington, DE 19802