Returns And Refund

Returns & Refund Policy

Last Updated: October 2025

At Cattuccino, every plushie is handmade with love — uniquely created to match your pet’s photo. Because our products are custom-made, we want to be transparent about how returns and refunds work.

1. Custom Orders Are Non-Returnable

Each Cattuccino plushie is personalized based on the photo and details you provide.
Once production begins, we cannot accept cancellations, returns, or exchanges, unless there is a mistake or damage caused by us.

Please make sure the photo you upload is clear, well-lit, and high-resolution, as it directly affects the final result.

2. Damaged or Defective Items

We take great care to ensure every product meets our quality standards.
However, if your order arrives damaged, defective, or incorrect, we’re happy to fix it!

To qualify for a replacement or refund:

  1. Contact us at cattuccino.pk@gmail.com within 48 hours of receiving your parcel.

  2. Include:

    • Your order number

    • Clear photos or a short video of the issue

    • A brief description of the problem

Once verified, we’ll offer one of the following options:

  • A free replacement of the same product, or

  • A full refund (if the issue cannot be resolved)

Please note:
Refunds or replacements are not offered for minor color or size variations — handmade plushies may differ slightly from the digital preview or sample photos.

3. Order Cancellations

You may cancel your order within 12 hours of purchase.
After 12 hours, production likely begins and materials are prepared, so cancellations may not be possible.

4. Lost or Undelivered Packages

If your parcel hasn’t arrived after the expected delivery time:

  • Contact us at cattuccino.pk@gmail.com with your order number.

  • We’ll coordinate with the courier to locate your shipment.

While courier delays are beyond our control, we will do our best to help resolve any issues.

5. Refund Method

If approved, refunds will be issued:

  • To your original payment method, or

  • As store credit, depending on your preference.

Please allow 5–10 business days for the refund to process after approval.

6. No Refunds For

We do not issue refunds for:

  • Buyer’s remorse (change of mind)

  • Incorrect shipping address provided by the customer

  • Low-quality or unclear images uploaded

  • Slight differences in color, shape, or stitching (normal for handmade products)

7. Contact Us

If you have any questions about your order or our refund process, please reach out — we’re always happy to help 💛

📧 Email: cattuccino.pk@gmail.com
📍 Business Location: Pakistan