1. Cancelling or changing a design

To cancel or change an order, email us promptly with your order number. We will check whether production has started. Before production starts, cancellation receives a full refund. Once production starts, change-of-mind cancellations or changes usually cannot be accepted. If a change is still possible, we will explain the options and any cost and obtain your agreement first.

Before paying, check the pet’s name, portrait, colours, charms and the owner’s name and phone number. If we make something that does not match your confirmed details, we will correct it free of charge. If you entered incorrect details, contact us promptly and we will help according to production progress.

2. Faulty, damaged, incorrect or missing items

Please contact us, preferably within 7 days of receipt, with your order number, a description and any photos or video you can provide. If a fault, transit damage, incorrect or missing item, or a mismatch with the confirmed design is verified, we will arrange a free remake, replacement or refund, taking the issue and your preference into account. We cover necessary return and replacement delivery costs.

The 7-day period is a suggested contact time to help resolve issues quickly. It does not remove or restrict your rights under applicable law. Please also contact us about problems discovered later.

Normal wear, chewing and misuse are not covered by unconditional free remakes, but we will help assess the cause. Personalisation does not remove our responsibility for product quality.

3. How to request help

1. Email tsunlab888@gmail.com with your order number and request, or call +852 9518 9171.
2. We will check the order and issue, then agree the remake, replacement or refund with you.
3. If a return is needed, we will provide the return address and sending instructions. Contact us first; do not send items to another address shown on the website or payment records.

Do not send full card numbers, CVC codes, security codes or identity-document photos. An order number and order email address are normally enough for an order enquiry.

4. Refund method & timing

Once a refund is confirmed, we will initiate it through the original payment method and notify your order email address. Processing times depend on your bank or payment provider. Contact us if a refund is taking longer than expected.

If you see duplicate charges, contact us so we can check them. Any confirmed duplicate payment will be refunded. We do not require you to accept a gift voucher instead of a cash refund that is due.

5. Your consumer rights

This policy does not exclude or restrict refund, replacement, product-quality or other consumer rights that cannot be excluded under applicable law. Later policy changes do not retrospectively reduce rights for orders already placed.