At DeepTextra, we take immense pride in crafting handmade 3D pet relief portraits designed to capture the unique spirit and soul of your beloved pet. Given that each piece is a one-of-a-kind, custom-made work of art, our policy is designed to balance artistic quality with the unique nature of custom craftsmanship.

1. Our "Satisfaction Guarantee" (Pre-Production Phase)
We want to ensure that you absolutely adore—and are 100% satisfied with—the design concept before it is transformed into a physical masterpiece.

Unlimited Digital Revisions: After you place your order, we will provide you with a preview of the 3D structural design of your pet. You may request unlimited revisions until you are completely satisfied.

Order Cancellation: You may cancel your order and receive a full refund at any time before you provide your final confirmation and approval of the design concept.

2. Return Policy for Custom Products
Policy Statement: Given the highly personalized nature of our 3D relief portraits, once the design concept has been approved by you and the physical 3D production process has begun, we cannot accept requests for returns or refunds based on a "change of mind."

Justification: Each portrait is exclusively modeled and printed based on the specific characteristics of your pet, making it impossible to resell to any other customer.

3. Damaged or Defective Items
We stand behind our craftsmanship and take full responsibility for our work. If your order is damaged during transit, or if the product itself contains obvious manufacturing defects, we will resolve the issue for you promptly and properly.

How to Report: Please contact us at support@deeptextra.com within 7 days of receiving your shipment.

Reporting Requirements: Please provide your order number and attach clear photographs of the damaged area (if the outer packaging was damaged during transit, please include photos of the packaging as well).

Resolution: Upon verification and confirmation, we will prioritize creating a brand-new, custom 3D portrait for you—free of charge—and ship it to you at no additional cost.

4. Shipping & Logistics Issues

Incorrect Address: If an item is delivered to the wrong location due to an incorrect shipping address provided by the customer, we are unable to offer a refund. Please be sure to carefully verify your shipping details at checkout.

Lost Packages: If the shipping tracking information shows no updates (i.e., no logistics activity) for 15 consecutive business days, we will initiate an investigation. Once the package is confirmed to be lost, we will remake and reship a brand-new replacement product to you free of charge.