Refund Policy

Thank you for shopping with Furmino. This Refund Policy outlines the terms and conditions regarding order cancellations, replacements, and refunds for purchases made on our store. Because our products are custom-made and personalized for each customer, different rules apply compared to standard return policies. By placing an order with Furmino, you agree to the terms of this Refund Policy.

Custom Personalized Products – Final Sale

All our products are made-to-order based on your individual requirements. For this reason, once an order is placed, we cannot offer cancellations, refunds, or exchanges on custom items (except in cases of quality issues, described below). Each item is uniquely created for you and cannot be resold, so all sales of personalized products are final. Please double-check your order details (such as size, design, text, and shipping information) before submitting your purchase. Once the 30-minute change window (see below) has passed and production has begun, we are unable to cancel or modify your order.

Damaged or Defective Items (Replacements)

We stand by the quality of our products. If your item arrives damaged or with a manufacturing error due to our fault, we will replace it free of charge within a reasonable time frame. Qualifying issues for free replacement include, but are not limited to:

  • Shipping Damage: The product arrived broken, bent, scratched, or otherwise damaged due to shipment.

  • Printing or Production Errors: The design or text on the product is incorrect, misprinted, off-center, or different from what was ordered.

  • Wrong Item or Size: You received a completely different product or size than what you ordered.

If you experience any of the above issues or another quality problem, please contact our customer support as soon as possible (preferably within 5 days of delivery). Provide a clear description of the problem and photographs of the item and packaging, so we can verify the issue. Once we confirm the fault, we will arrange to produce and ship a new replacement item to you at no extra cost. Please note: In these cases we do not offer refunds, but we will correct the issue by sending you a new product. We may not require you to return the original item; if a return is needed in rare cases, we will provide a return shipping label or instructions.

Order Cancellations and Modifications

Because we customize each product quickly, we offer a short window to adjust your order. You may cancel or modify your order within 30 minutes of placing it. During this 30-minute period, you can contact us to change your shipping address, correct personalization details, or cancel the order for a full refund. After 30 minutes have passed, our production process will have begun, and changes or cancellations can no longer be guaranteed.

If you need to request a change after the 30-minute window, please reach out to us immediately. While we will do our best to accommodate your request, orders beyond the 30-minute cutoff are generally in production and cannot be altered or canceled. In special circumstances, if a change is still possible (for example, if production has not fully started), we will let you know. Otherwise, the order will be processed as originally submitted.

Customer Photo Quality & Responsibility

For products that require you to upload a photo (such as personalized pet portraits or similar items), the image quality you provide is crucial to achieving a good result. We provide guidelines for the type of photos that work best (for example, high resolution, good lighting, clear subject, etc.). It is the customer’s responsibility to submit a photo that meets our requirements.

If a low-quality or unsuitable image is uploaded against our recommendations and it leads to an unsatisfactory outcome, Furmino is not responsible for the result. In such cases, we cannot offer free replacements or refunds since the issue is due to the provided image and not an error on our part. We encourage you to follow our photo guidelines closely to ensure you’ll be happy with your custom product. If you are unsure whether your image is suitable, please contact us before placing your order – we’re happy to advise to help get the best possible outcome.

Promotions and Coupon Codes

We occasionally offer promotional discounts or coupon codes to our customers. By using a promotion or coupon, you agree to the following terms:

  • One Code per Order: Only one promo code or discount code can be applied per order. Multiple discounts cannot be combined on the same purchase.

  • Apply at Checkout: Promo codes must be entered at the time of checkout. Discounts cannot be applied retroactively to orders that have already been placed. If you forget to use a code or a technical issue prevented its application, we cannot adjust the order after it is confirmed.

  • No Retroactive Discounts: Once an order is submitted, the price is final. For example, if you place an order and then a promotion starts later (or if you missed entering your code), we cannot apply the new discount to your pre-existing order or issue a refund for the price difference.

  • Promotion Terms: All promotions are subject to any additional terms stated in their offer. Some codes may have expiration dates or minimum purchase requirements. If an order is canceled or deemed ineligible, any used promo code may not be reusable.

Contact Us

Your satisfaction is our priority. If you have any questions about this Refund Policy or need assistance with an issue, please contact our customer support team. You can reach us by email at support@furmino.com or through our website’s Contact Us page. We will be happy to help and will respond as soon as possible.