Exchange, Return and Refund Policy – Pet Legends

 

1. Nature of the product (customized)
Pet Legends cards are personalized and produced on demand, based on photos and information provided by the customer. For this reason, we do not offer exchanges, returns, or refunds due to buyer's remorse or personal preference after production/creation has begun.

2. Without prior approval and without "rework by preference"
By purchasing, you agree that:

• The creative direction and final result are defined by Lendas Pet;

• There is no prior approval step;

• There is no need for remakes due to dislike, imagining things differently, or aesthetic preference.

3. When we offer a solution (exchange/reprint/correction)
We take full responsibility and offer a solution when necessary.

• Production/printing defect (e.g., printing, cutting, lamination failure, damage that compromises the product);

• Damage during transport, provided it can be verified upon receipt;

• Our mistake in providing information that should have been reproduced exactly as indicated on the form (e.g., the pet's name was spelled differently than what was provided).

In these cases, we can perform a reprint, replacement, or other suitable solution, depending on the analysis.

4. Deadlines for requesting support
To be able to assist you quickly, the customer must contact us within 7 calendar days of receiving the product, sending:

• order number;

• Clear photos of the product and packaging (if there is any damage);

• Objective description of the problem.

5. Errors due to information provided by the customer.
If the customer submits incorrect information (e.g., wrong name) or inadequate/insufficient photos for detailed reading, the result may be affected. In these cases:

• There are no refunds for "results different from what was expected";

• Adjustments can be offered based on feasibility and cost, on a case-by-case basis.

6. Cancellation before production begins
If the customer requests cancellation before production begins, we can evaluate the refund according to the order's stage. Once production/original creation begins, the order will be treated as a custom order in progress.

7. How to apply
Support channel: [your email/WhatsApp]
Please provide the following information: buyer's name, order number, and reason for contact.

8. Refunds (where applicable)
When a refund is approved, it will be processed through the same payment method used for the purchase and will follow the timelines of the payment provider and the customer's financial institution.