Widerrufsrecht

ELEMORO Return and Refund Policy

Thank you for choosing Elemoro. Because many of our products are personalized and made according to customer-provided photographs, names, dates, messages, sizes, and other customization details, please read this Return and Refund Policy carefully before placing an order.

Custom Product Returns

Once an Elemoro personalized product has entered production, we generally do not accept cancellations, returns, refunds, or exchanges for the following reasons:

Change of mind
Ordering the wrong item, style, size, or color
Incorrect names, dates, messages, or shipping information submitted by the customer
Failure to review the product description, production time, or estimated delivery time
Dissatisfaction with normal handmade variation
Expecting the finished item to be 100% identical to the reference photograph
Changes requested after the approved customization has entered production

Each handmade piece is created according to the photographs and customization details provided by the customer. We do our best to capture your pet’s recognizable features, expression, markings, and memorial meaning. However, handmade sculpting, painting, leather carving, engraving, portrait work, and other artistic processes cannot achieve exact machine-level or photographic duplication.

This policy does not limit any rights available to customers under applicable consumer law.

Final Sale Custom Items

Most Elemoro products are personalized and made to order. These products may be marked as final sale or excluded from standard self-service returns and cancellations in our store system.

Customers may therefore be unable to submit an automatic return or cancellation request after personalized production has begun.

However, this does not limit your rights if the item arrives damaged, defective, materially different from the confirmed customization, or contains an error made by Elemoro. In these cases, please contact us directly so we can review the issue and provide an appropriate solution.

Eligible After-Sales Cases

Please contact us as soon as possible after receiving your order if:

The item was clearly damaged during shipping
The item has an obvious manufacturing or quality issue
We used the wrong name, date, message, size, or product style
The finished item is materially different from the confirmed customization
A paid customization option is missing
You received an item that does not match your order

Please provide:

Your order number
Clear photographs of the item
Photographs of the outer packaging
Photographs of the inner protective packaging
A brief description of the issue

After reviewing the information, we may offer a repair, replacement, remake, partial refund, or full refund, depending on the circumstances and applicable consumer law.

Please do not return an item without first receiving return instructions from us.

Damaged Items

If your item arrives damaged during shipping, please do not discard the item or packaging materials.

Keep the outer packaging, inner protective packaging, and damaged item. Take clear photographs and contact us as soon as possible.

Missing photographs of the item or packaging may affect our ability to review the issue and submit a claim to the shipping carrier.

Order Cancellations

If your order has not entered personalized production, you may contact us to request cancellation.

A cancellation is not confirmed until you receive written confirmation from Elemoro.

If materials have been prepared, the design has been confirmed, or production has begun, the order cannot normally be cancelled because of a change of mind or other personal reasons.

Refunds

If a refund is approved, it will be issued to the original payment method used for the order.

We will notify you after the refund has been processed. Banks, credit card providers, PayPal, and other payment platforms may require additional processing time before the funds appear in your account.

If we have confirmed that a refund was issued but you have not received it within a reasonable period, please contact your bank or payment provider first, then contact us for further assistance.

Exchanges

Because most Elemoro products are personalized, we generally do not offer standard exchanges.

If an item has a confirmed quality issue, was damaged during shipping, or contains an error made by us, we may offer a repair, replacement, remake, or refund depending on the circumstances.

Non-Custom Products

If Elemoro sells non-custom products, different return conditions may apply. The applicable return requirements will be stated on the relevant product page or communicated before the return is accepted.

Customers must contact us before returning a non-custom product.

Non-Returnable Items

The following items are generally not eligible for return, exchange, or refund unless they arrive damaged, defective, materially different from their confirmed description, or applicable law requires otherwise:

Personalized products that have entered production
Products created according to customer-approved information
Products affected by incorrect information submitted by the customer
Products showing normal handmade variation
Gift cards
Final sale or clearance items

European Union Customers

For orders shipped to the European Union, eligible non-custom products may be covered by a 14-day right of withdrawal, subject to applicable conditions and exceptions.

Products made according to a customer’s specifications or clearly personalized are generally excluded from the standard 14-day right of withdrawal.

This exception does not affect your legal rights if an item is damaged, defective, materially different from its description, or contains an error made by us.