Refund policy
Custom Product Policy
All Koko Hearts products are personalized custom-made items, created specifically for you and your pet. Because each piece is made to order, we do not accept returns or exchanges for change-of-mind purchases.
Every portrait is carefully created by real artists, not AI. Our goal is to capture your pet’s unique expression, colors, personality, and the special bond you share.
Photo & Artwork Service
You do not need to worry too much about having the “perfect” photo.
Whether your pet’s photo is bright, dark, old, slightly blurry, or taken casually, our artists will carefully study your pet’s features and do their best to bring their personality to life.
We create each artwork based on the photos you provide while preserving your pet’s natural look, expression, colors, and character.
If you have any special requests, please leave a note with your order. Our team will review everything carefully before starting your custom artwork.
Design Revisions
We want you to truly love your final artwork.
Minor adjustments to the original pet portrait are included for free, such as small detail changes, expression adjustments, color balance, or outfit refinements.
Major changes, such as using a new photo, changing to a new outfit, or switching to a different product type, may require additional work. One major change may be offered for free per order when reasonable.
Additional major changes, such as a third photo change or another outfit change, may require a new creation fee.
Order Cancellation
Orders may be cancelled within 12 hours of purchase at no charge.
After 12 hours, cancellation requests are subject to approval, as our artists may have already started working on your custom artwork.
Once the artwork creation process has begun, the order cannot be cancelled or refunded.
Replacement Policy
We will provide a free replacement if you receive:
- An incorrect item, such as the wrong style or size
- A product with printing errors
- A product damaged during shipping
Please contact us within 48 hours of delivery with clear photos of the issue so we can help you as quickly as possible.
Customer Satisfaction Commitment
Your satisfaction means everything to us.
If you are not happy with your final product, please contact us. We will always do our best to make it right.
If there is any issue with your product within 30 days of delivery, please reach out to us. As a one-time courtesy, we may offer a refund or reshipment for eligible claims.
We take great pride in the quality of our artwork and products, and we hope every Koko Hearts piece becomes a meaningful keepsake for you and your pet.