Return & Refund Policy

BUNNY CAT RETURN & REFUND POLICY​​

​​Last Updated:​​ July 26, 2025

​​PLEASE READ CAREFULLY:​​ Most of our products are ​​handmade-to-order and customized​. Due to their personalized nature, ​​we generally do not accept returns or refunds​​ unless explicitly stated below. By placing an order, you acknowledge this policy.

​​1. General Principles​​

• ​​Non-Customized Items​​ (ready-to-ship stock):
  Eligible for return only if unused, unwashed, in original packaging with tags attached, and within ​​14 days​​ of delivery.

• ​​Handmade & Customized Items​​ (personalized with names, colors, sizes, or designs):
  ​​STRICTLY NON-RETURNABLE & NON-REFUNDABLE​​ once production begins.
  Exceptions apply only for proven defects or errors ​​we caused​​ (Section 3).

​​2. Eligibility for Returns/Refunds​​

✅ ​​We May Accept Returns If:​​

• ​​Custom Items:​​ There is a major ​​manufacturing defect​​ (e.g., seams unraveling, incorrect customization per your order specs).

• ​​Custom Items:​​ The item arrives ​​damaged due to shipping​​ (you must provide photo proof).

• ​​Non-Custom Items:​​ You return unused items in original condition within ​​14 days​​ of delivery.

❌ ​​We cannot Accept Returns For:​​

• ​​Custom Items:​​ "Changed mind," "wrong size chosen," "color looks different on screen," or other subjective reasons.

• Any item showing signs of wear, washing, or damage after delivery.

• Products purchased during sales or promotions (unless defective).

​​3. How to Request a Return (Non-Custom Items or Defective Custom Items)​​

​​Step 1: Contact Us Within 48 Hours​​

• Email ​​[bunnycatfurry@gmail.com]​​ with:

  • Your ​​order number​​

  • ​​Detailed photos/video​​ of:
    → Defect/error (for custom items)
    → Unopened product + packaging (for non-custom items)
    → Shipping damage (external + internal packaging)

• Do not ship items back without our approval.

​​Step 2: Await Authorization​​

• We’ll review within ​​3–5 business days​.

• If approved, we’ll email:

  • A ​​Return Authorization Number (RAN)​​

  • ​​Return shipping instructions​​ (if applicable)

​​Step 3: Ship Approved Returns​​

• Mail to our facility using a ​​tracked service​.

• ​​You cover return shipping costs​​ unless the error was ours.

​​4. Refund Process​​

• ​​Approved Non-Custom Items:​​ Refund issued to original payment method ​​within 7–10 business days​​ after we receive and inspect the return.

• ​​Defective/Damaged Custom Items:​​

  • ​​Option 1:​​ Full refund (including original shipping).

  • ​​Option 2:​​ Free remake + expedited shipping.

• ​​Refund Method:​​ Original payment only (no store credit unless requested).

• Note: Original shipping fees are non-refundable except for our errors.

​​5. Exchanges​​

• ​​Customized Items:​​ Exchanges are ​​not possible​​ due to bespoke production.

• ​​Non-Custom Items:​​ Exchanges subject to identical availability and restocking fees. Contact us first.

​​6. EU/UK Customers:​​ Your Legal Rights

• Under EU/UK consumer law, you retain the right to a ​​14-day return period​​ for ​​non-customized goods​.

• ​​Custom/handmade items are EXEMPT​​ from this right under ​​Article 16(c) of the EU Consumer Rights Directive​​ (no returns if "made to your specifications").

​​7. Final Reminders​​

• Measure carefully and confirm customization details before ordering handmade items.

• We are not liable for color variations due to screen settings or material dye lots.

• Keep the original packaging until you confirm satisfaction with custom orders.

​​Contact Us:​​

• Returns/Defect Claims: ​​[ bunnycatfurry@gmail.com]​​

• Phone: ​​[+1 (647) 923-7131]​​ (Mon–Fri, 9AM–4PM EST)