Refund policy

Personalized, made-to-order keepsakes

Each Niou keepsake is individually handcrafted using your pet’s fur. Personalized pieces are final sale once production begins, subject to the exceptions below and your rights under applicable law.

Cancellations before production

You may request cancellation before production begins by emailing niou.pet.studio@gmail.com with your order number. Production begins when Niou has received your fur and all required order information and starts making your keepsake.

Eligible canceled orders will be refunded to the original payment method. Postage you paid to send fur to Niou is not reimbursed. Once production has begun, an order cannot be canceled simply because you change your mind.

Returns and exchanges

We do not accept ordinary returns or exchanges of personalized pieces for a change of mind, no longer needing the item, personal preferences about natural fur placement, a request to switch styles after the order has been confirmed, or other reasons unrelated to a product defect. You may still request cancellation before production begins under the cancellation policy above.

Damaged, defective, incorrect, or materially different items

Final sale does not mean that quality issues are ignored. Please contact us within 7 days of delivery if your item arrives damaged, has a clear manufacturing defect, is the wrong item, or differs materially from your confirmed order. Include your order number and clear photos or video showing the issue.

Depending on the nature of the issue, Niou may provide a repair, replacement, remake, partial refund, or full refund. Repairs, remakes, or replacements for confirmed manufacturing errors or arrival damage are provided at no cost to you. We will confirm the appropriate resolution and any return instructions with you. Please contact us before sending an item back.

The 7-day contact request helps us investigate promptly. It does not remove or limit any statutory consumer rights or remedies that apply beyond that period.

One-of-a-kind handmade differences

Pet fur naturally varies in color, length, thickness, density, texture, and arrangement. Your keepsake will not look identical to our sample images. Minor variations in fur placement, the appearance of the encapsulated fur, and crystal positioning are natural features of individual handcrafting, provided the piece meets the confirmed design, specifications, and quality standards. Loose stones, damage, clear manufacturing defects, and material differences from the confirmed order are not treated as ordinary handmade variations.

Unused fur

After production, unused fur will be carefully sealed and returned with your finished keepsake.

Your rights

Nothing in this policy limits rights you have under applicable law, including remedies for defective goods or qualifying shipping delays. Any approved refund is issued to the original payment method; your payment provider determines when it appears in your account.