Because every Padmori keepsake is handcrafted to order from your pet's photo, our policy is built around a clear production window — not a generic return shelf.
1. Cancellation Window
- Within 48 hours of ordering: cancel for any reason for a full refund.
- After 48 hours, until we send your first preview: our artisan has already begun, but you may still cancel and receive 70% of your order total. The remaining 30% covers materials and artisan time already invested.
- Once your first preview has been sent: your piece is essentially complete, and the order cannot be cancelled and is not eligible for a refund. Your two free rounds of adjustments (Section 2) still apply.
Your first preview is the photo and video of your near-finished piece that we send for your approval. Routine progress updates during crafting don't count as the preview.
To cancel, email hello@padmori.com and we'll process the refund to your original payment method. Transit damage (Section 3) is never subject to the 30% deduction.
2. We Show You Before Shipping
Before any piece leaves our studio, we send you a video and multiple photos of the finished work for your review. If anything is off, we will revise it — two rounds of adjustments are included free. Additional adjustments beyond the two rounds can be quoted separately.
This pre-shipment confirmation is our promise to you: what you see and approve is the real object, not a render.
3. Transit Damage
If your keepsake arrives damaged, contact us within 7 days of delivery with photos of the damage. We will remake and reship a replacement free of charge.
4. What Cannot Be Refunded
- Orders cancelled after your first preview has been sent — see Section 1.
- Custom works that match the approved pre-shipment photos and arrive undamaged. Hand-needle-felt carries natural, charming variation in tone and texture; these are expected, not defects.
5. Refund Timing
Approved refunds are submitted to the original payment method within 10 business days. Your bank or card issuer may need additional time to post the funds.
6. Questions?
We are real people making real things. Reach us anytime at hello@padmori.com and we'll help. If something seems wrong with your order, please email us before disputing the charge with your bank — we can usually resolve it faster.