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 you approve before checkout, our return and refund policy is a little different from standard retail stores.

Please read this policy carefully before placing your order.

1. Custom-Made Products (No Returns)

Most basil & friends products are personalized using your pet’s photo, name, or other custom details. By completing your purchase, you confirm that:

  • You have reviewed and approved your Live Design Preview.
  • Your pet's photo, name spelling, and custom details are 100% correct.
  • You understand that your item will go into production exactly as submitted.

Once an order is placed, it enters our production queue and cannot be returned, exchanged, cancelled, or refunded due to a change of mind or customer-submitted errors.

This includes:

  • Incorrect pet name or spelling.
  • Incorrect or low-quality photo uploaded.
  • Selecting the wrong product color, size, or model.
  • Change of mind after checkout.

2. Digital Preview vs. Physical Reality

We provide a design preview so you can see the magic before you buy. However, please note that the final physical product may have slight variations from the digital screen.

Normal production differences include:

  • Slight color, brightness, or contrast variations.
  • Minor positioning shifts during the manual crafting process.
  • Texture or material differences.
  • Projection clarity variations based on the uploaded image resolution.

These are part of the normal custom manufacturing process and do not qualify as defects. We do not offer free remakes or refunds for reasonable differences between the digital preview and the physical item.

3. Damaged, Incorrect, or Faulty Items

Expectation management: Global transit can sometimes be rough. If things go wrong on our end, we will make it right.

If your order arrives damaged in transit, incorrect due to our error, or with a clear production defect, please contact us within 7 days of delivery at hello@basilfriends.com.

Please include:

  1. Your order number.
  2. A clear photo/video of the issue.
  3. A photo of the external packaging (if damaged in transit).

Note: For approved claims on custom items, our default solution is to arrange a free replacement or remake, rather than a refund, so you still get the beautiful keepsake you ordered.

4. Order Changes & Cancellations

Because we begin processing custom orders rapidly to get them to you faster, we are generally unable to accept order changes or cancellations after an order is placed.

If you spot an urgent typo immediately after checkout, email us at hello@basilfriends.com right away. We will try our best to catch it, but if production has already started, changes cannot be made.

5. Non-Custom Products

For the rare non-custom items in our store, we accept returns within 14 days of delivery, provided the item is unused, unwashed, and in its original packaging. Customers are responsible for return shipping costs. Original shipping fees are non-refundable.

6. Product Use & Pet Safety

Please supervise your pet when using any pet accessory. basil & friends is not responsible for damage caused by chewing, scratching, improper use, or normal wear and tear. If any product becomes damaged or unsafe, please stop using it immediately.

Need help? We’ll do our best to help where we can — because every order is made for someone worth the world.