Politique de remboursement
Refund & Return Policy
Last updated: April 26, 2026
Petstrology is operated by HDG STUDIO LLC. Throughout this policy, “we,” “us,” and “our” refer to HDG STUDIO LLC operating the Petstrology brand.
At Petstrology, we create personalized custom brick-style figures based on the photos and customization details submitted by each customer. Because each item is made specifically for the customer, our return and refund policy is different from standard ready-made products.
30-Day Issue Resolution Policy
We offer a 30-day issue resolution period, which means you have 30 days after receiving your item to contact us if your order arrives damaged, defective, incorrect, missing parts, or significantly different from the order details you submitted.
To request help with an order, please contact us at:
Email: support@petstrology.store
Business name: HDG STUDIO LLC / Petstrology
Website: petstrology.store
Please include:
- Your full name
- Order number
- A clear description of the issue
- Photos or videos showing the problem
- Photos of the packaging if the item arrived damaged
We will review your request and provide a resolution when eligible.
Custom Product Return Policy
Because our products are personalized and made to order, we do not accept returns or refunds for:
- Change of mind
- Buyer’s remorse
- Customer ordering the wrong product or quantity
- Customer submitting unclear, low-quality, or incorrect photos
- Minor differences between the final custom product and the customer’s expectations
- Normal color, size, or design variations caused by screen display, lighting, or custom production
- Personalized products that were produced according to the order details submitted by the customer
Each custom figure is designed based on the photos and information provided by the customer. The final product is a stylized custom collectible and is not intended to be an exact photographic replica.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, missing parts, or if you received the wrong item, contact us within 30 days of delivery at:
If the issue is approved after review, we may offer one of the following resolutions:
- Replacement item
- Replacement parts
- Remake of the affected item
- Partial refund
- Full refund, depending on the situation
We may request photos, videos, or additional information to verify the issue before approving a replacement, remake, or refund.
Return Process
Please do not send any item back without contacting us first.
Items returned without prior approval will not be accepted.
To start a return or issue request, contact us at:
If your return is approved, we will provide instructions on how and where to send the item.
Return address: Provided after return approval.
The return destination may depend on the order, product type, and fulfillment location, so customers must contact us before sending any item back.
Return Shipping Costs
For approved cases involving defective, damaged, incorrect, or missing items caused by our error, we will provide instructions for the return or replacement process.
For any other approved return situation, the customer may be responsible for return shipping costs unless otherwise stated by our support team.
Original shipping fees, if any, are non-refundable unless the refund is due to our error.
Order Cancellations and Changes
Because our products are custom-made, orders may enter production shortly after purchase.
Customers may request an order cancellation or order change within 24 hours after placing the order.
After 24 hours, or once production has started, we may not be able to cancel or modify the order.
If you need to change your photo, customization details, shipping address, or order information, please contact us as soon as possible at:
We cannot guarantee changes after production has started or after the order has shipped.
Exchanges
Because each item is personalized, we do not offer standard exchanges.
If your item arrives damaged, defective, incorrect, or missing parts, please contact us within 30 days of delivery. We will review the issue and may offer a replacement, remake, replacement parts, partial refund, or full refund depending on the situation.
Sale Items and Promotional Orders
Discounted, sale, promotional, or limited-time offer items are subject to the same custom product policy.
Because our products are personalized, sale items cannot be returned or refunded unless they arrive damaged, defective, incorrect, or missing parts.
European Union Customers
For customers located in the European Union, certain online purchases may normally be eligible for a 14-day cooling-off period. However, this right generally does not apply to goods made to order or clearly personalized.
Because Petstrology products are custom-made based on customer-submitted photos and personalization details, they may not be eligible for cancellation or return once production has started, unless the item is defective, damaged, incorrect, missing parts, or otherwise required by applicable consumer law.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Refunds
If your refund is approved, we will notify you by email.
Approved refunds will be issued to the original payment method used at checkout.
Please allow up to 10 business days after approval for the refund to be processed by your bank, card issuer, or payment provider. If more than 15 business days have passed since your refund was approved, please contact us at:
Lost or Delayed Packages
If your package is significantly delayed or appears lost, please contact us at:
We will review the tracking information and work with the shipping carrier or fulfillment partner to investigate the issue.
If the package is confirmed lost, we may offer a replacement, remake, or refund depending on the situation.
Contact Us
For any return, refund, cancellation, or order issue, contact us at:
Petstrology / HDG STUDIO LLC
Email: support@petstrology.store
Website: petstrology.store
Response time: We aim to respond within 24–48 business hours.