Refund policy

We want you to feel confident shopping with us. If something isn’t right, we’re here to help. Please review the details below so you know exactly what to expect.

  1. Customized Products
  • Because customized or made-to-order items are created specifically for you, we do not accept returns or offer refunds for these products unless there is a verified quality defect or we made an error with your order (e.g., incorrect personalization, wrong specifications, damaged or faulty workmanship).
  • If you believe your customized item has a quality issue, please contact us via support@mycutiefriend within 3 days of delivery with your order number, a description of the issue, and clear photos or videos. We’ll review promptly and work to make it right.
  1. Non-Customized Products
  • For standard, non-customized items, we accept returns within 14 days of delivery, provided items are unused, in original condition, and in original packaging.
  • Kindly note that international orders outside the US are not eligible.
  • To be eligible for a return, your items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • Returns are subject to a $15 shipping fee and 20% restocking fee per item. An additional $5 fee will be implemented if a product is received with an unreasonable amount of hair or fur. Please lint roll all items before returning.
  • To initiate a return, contact us via email for a return authorization and instructions.
  • Unless the return is due to our error or a quality issue, return costs are the responsibility of the customer.
  1. Quality Issues and Defects
  • If you receive an item with a manufacturing defect, damage in transit, or an error on our part, please notify us within 3 days of delivery.
  • We may request photos or videos to assess the issue. Once verified, we will offer a replacement, repair, or refund at no additional cost to you.
  1. Exchanges
  • For customized items, exchanges are only available if there is a verified quality issue or error on our part.
  • For non-customized items, we suggest you to start the refund process and place a separate order.
  1. Refunds
  • Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method .
  • Shipping fees are non-refundable unless the return is due to a verified quality issue or our error.

      Helpful Tips

      • Keep original packaging until you’re sure you’re happy with your order.
      • Inspect your package upon delivery and report any issues promptly so we can assist quickly.

      We truly appreciate your trust in us. Our team is committed to quality craftsmanship and friendly support, and we’ll always do our best to ensure you’re delighted with your purchase.