Refund Policy & Customization Disclaimer (Refund Policy)

1. Custom Physical Garment Disclaimer

Custom garments produced based on user AI-generated images, printed with specific pet names, acquire personal specificity and are not resalable once they enter production. Therefore, all customized and AI-derived physical garments are not eligible for "no-reason returns" or "cooling-off period" policies. We will only remake or resend items with major physical quality defects (e.g., damaged fabric, severe stitching issues, wrong items shipped). We do not accept returns based on "the AI image didn't match my expectations."

2. AI Try-On Preview Only

The AI try-on feature is currently a free trial service. Generated preview images are for reference only. The actual product received shall prevail.AI-generated previews do not constitute a basis for returns or exchanges.

3. AI Try-On Service Notice

Users can use the AI try-on service for free. When many users are using the AI service simultaneously, the system response may be slower — please be patient.

4. Return Shipping Cost Responsibility

Every pet garment is custom-made based on your AI try-on (featuring your pet's name and one-of-a-kind markings), so returned items cannot be resold. We get that ordering custom pet fashion can feel like a leap of faith — here's how return shipping costs shake out:

• Our mistake → We cover it: If your order arrives with damaged fabric, severe stitching defects, or the wrong size/style, snap some photos and reach out. We'll cover the return shipping and make you a fresh one on us.
• Changed your mind → Return shipping's on you: If you'd like to return because "the AI preview looked different on the actual garment," your pup doesn't seem to love it, or you simply changed your mind, we'll need you to cover the return shipping. We recommend trying a few different themes in the AI preview before ordering — the more you experiment, the closer the final piece matches your vision 🐾
• Not worth shipping back → Let's negotiate: Cross-border return shipping can sometimes cost more than the garment itself. In that case, we'd much rather offer you a partial refund and let you keep the piece — your pup can still rock it as pajamas or a backup outfit. Less hassle for everyone.

Have questions? Contact us: popato@tailoom.com