Refund policy
At basil & friends, each personalized item is made especially for you and your one-of-a-kind best friend. Because our products are custom-made based on the design preview and details you approve before checkout, our return and refund policy is different from standard retail items.
Please read this policy carefully before placing your order.
1. Custom-Made Products
Most basil & friends products are personalized using your pet’s photo, name, text, or other custom details.
Before placing your order, you will be given the opportunity to review your design preview. By completing your purchase, you confirm that:
- You have reviewed and approved your design preview
- Your pet photo, name, spelling, text, and other custom details are correct
- You are happy with the design layout shown before checkout
- You understand that your item will be made based on the design and information you submitted
Once an order is placed, it enters our production process and cannot be returned, exchanged, cancelled, or refunded due to change of mind or customer-submitted errors.
This includes, but is not limited to:
- Incorrect pet name or spelling submitted by the customer
- Incorrect photo uploaded by the customer
- Incorrect product, color, size, model, or option selected by the customer
- Change of mind after placing the order
- Not liking the approved design after production has started
- Wanting to change the design after checkout
2. Design Preview & Production Differences
We provide a design preview before checkout so you can review your personalized product before placing your order.
Please note that the final physical product may not look exactly the same as the digital preview. This is normal and may vary depending on the product type, material, and production method.
Normal production differences may include:
- Slight color variation
- Difference in color saturation
- Difference in brightness or contrast
- Minor positioning variation
- Texture or material differences
- Resolution differences caused by the uploaded image quality
- Print, engraving, projection, or manufacturing limitations depending on the product
These differences are part of the normal production process and do not qualify as defects.
We do not offer refunds, returns, exchanges, or free remakes for reasonable differences between the digital preview and the final physical product.
3. Customer Responsibility for Uploaded Content
For personalized products, the final result depends on the photo, text, and adjustments you provide.
Please make sure before checkout that:
- Your pet’s face is clear and visible
- The image is not blurry, too dark, overly filtered, or low-resolution
- The correct pet name and text have been entered
- All spelling, punctuation, and custom details are correct
- You have selected the correct product options
We are not responsible for errors caused by incorrect, incomplete, low-quality, or unsuitable content submitted by the customer.
If the item is made according to the design, image, text, and information submitted by the customer, customer-submitted errors or unsuitable uploaded content will not be considered production defects.
4. Damaged, Incorrect, or Faulty Items
We will make it right if your order arrives:
- Damaged in transit
- Incorrect due to our error
- With a clear production defect caused by us
- Different from the item you ordered due to a fulfilment error
If this happens, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A clear photo or video of the issue
- A photo of the packaging if the item was damaged during shipping
- A short description of the problem
If your claim is approved, we may offer one of the following:
- A remake
- A replacement
- Store credit
- A partial refund
- A full refund, where appropriate
In most cases, for approved damaged, incorrect, or faulty orders, we will arrange a remake or replacement rather than a refund.
5. Shipping Damage
If your item arrives damaged due to shipping, please contact us within 7 days of delivery.
Please keep the item and all original packaging until your claim has been reviewed. We may require photos of:
- The damaged item
- The shipping box or mailer
- The shipping label
- The internal packaging materials
Claims submitted after 7 days may not be eligible for replacement or refund.
6. Order Changes & Cancellations
Because we provide a design preview before checkout and begin processing custom orders soon after purchase, we are generally unable to accept order changes or cancellations after an order has been placed.
If you notice an urgent issue immediately after placing your order, please contact us as soon as possible at:
We cannot guarantee that changes or cancellations can be made.
If production has already started, the order cannot be changed, cancelled, refunded, or exchanged.
7. Non-Custom Products
For non-custom products, we may accept returns within 14 days of delivery, provided that the item is:
- Unused
- Unworn
- Unwashed
- In its original condition
- In its original packaging
To request a return, please contact us at:
Customers are responsible for return shipping costs unless the item is damaged, faulty, or incorrect due to our error.
Original shipping fees are non-refundable unless the return is due to our error.
8. Items That Cannot Be Returned
We do not accept returns, exchanges, or refunds for:
- Customized or personalized products
- Products made according to the customer-approved design preview
- Products with customer-submitted spelling, photo, text, or option errors
- Products with normal color, saturation, texture, material, or production differences
- Gift cards
- Sale or final sale items
- Used, worn, washed, chewed, scratched, or damaged items
- Items damaged due to misuse, improper care, or normal wear and tear
9. Refunds
If a refund is approved, it will be issued to your original payment method.
Please note that it may take your bank, credit card provider, or payment platform additional time to process and post the refund.
Shipping fees, taxes, duties, and handling fees are non-refundable unless the refund is due to our error.
10. Product Use & Pet Safety
Please supervise your pet when using any pet accessory or product.
basil & friends is not responsible for damage caused by chewing, scratching, biting, pulling, improper use, accidental damage, or normal wear and tear.
If any product becomes damaged, loose, or unsafe, please stop using it immediately.
11. Contact Us
If you have any questions about your order, please contact us at:
Email: hello@basilfriends.com
Brand: basil & friends
Location: Hong Kong
We’ll do our best to help where we can — because every order is made for someone worth the world.