Return & Refund Policy

Last updated: September 14, 2026

Please read this policy before ordering a personalized Petivie product. Correctly produced custom items have different return conditions from damaged, defective or incorrectly made items. Nothing in this policy limits consumer rights that cannot lawfully be excluded.

1. Reporting an Eligible Issue

Please contact support@petivie.com within 30 days after delivery to report damage, a defect, an incorrect item or a material difference from the customization information you submitted. This is our issue-reporting period; it is not an unconditional 30-day change-of-mind return offer. Any longer rights required by applicable law remain unaffected.

2. Personalized Products and Change of Mind

Because your portrait is created specifically from your photo and customization information, correctly produced personalized products are not eligible for return, exchange or refund because you changed your mind, no longer want the item or prefer a different photo after production.

Small artistic variations and differences caused by lighting or screen displays do not necessarily indicate a defect. This does not exclude claims for damage, defects, production mistakes or material differences from the agreed customization.

3. How to Request Help

Email support@petivie.com with your order number, a description of the issue and clear photos of the item. Include packaging photos where relevant. We typically respond within 1 business day. We will review the information and may ask for additional details needed to assess the issue.

After reviewing and verifying the issue, we will explain the available resolution. Depending on the circumstances and applicable consumer law, this may include a remake, replacement, partial refund or full refund. We will explain any proposed partial refund before you agree to it.

4. Physical Returns and Return Shipping Costs

Do not send an item back before contacting us. If a physical return is required, we will provide the return address and instructions. The registered business address below should not be used for a return unless we specifically instruct you to use it.

If a physical return is required for an item verified as damaged, defective, incorrectly supplied or incorrectly produced by Petivie, Petivie will cover the return shipping cost by providing a prepaid return label or arranging collection. Please contact us for these arrangements before returning the item.

We do not routinely accept change-of-mind returns of correctly produced personalized goods. If we agree to an exception, we will confirm the conditions and any return shipping costs before you decide whether to proceed.

5. Photo Changes and Cancellations

Please email support@petivie.com with your order number within 24 hours of purchase if you need to request a cancellation or change your photo, customization details or delivery address.

Submitting a request within 24 hours does not guarantee cancellation or a change. Requests depend on whether personalized production has started. Once production has begun, changes or cancellation may no longer be possible. We will confirm the outcome of your request by email. Requests received after 24 hours cannot be guaranteed.

When we approve a cancellation that requires a refund, we will explain the refund amount and return it to the original payment method under the processing timeline below.

6. Refund Timing and Payment Method

Once a refund has been approved, Petivie will initiate the refund to the original payment method within 5 business days.

Your bank, card issuer, PayPal or other payment provider may take additional time to display the credit. That provider's posting time is separate from Petivie's refund processing time. If you have received refund confirmation but cannot see the credit, check with your payment provider and contact us if you still need assistance.

7. Original Shipping Charges

Original shipping charges are generally non-refundable, except where the product was damaged or defective, we sent or produced an incorrect item, or a refund of those charges is otherwise required by applicable law. The approved refund amount will be explained when your request is resolved.

8. Exchanges

We do not offer routine exchanges for correctly produced personalized items. If an item is damaged, defective or incorrectly made, please use the issue-reporting process above.

Contact Us

Petivie is operated by HUANZHUO INTERNATIONAL LIMITED.

Email: support@petivie.com

Registered address: Room B53, 2/F, Phase 1, Kwai Shing Industrial Building, 36–40 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong.

Customer service hours: Monday–Friday, 10:00 AM–7:00 PM; Saturday–Sunday, 12:00 PM–6:00 PM, Hong Kong Time (HKT). We typically respond within 1 business day.