Terms of service

Effective Date: May 15, 2026

User Responsibilities

Accuracy of Order Information: You warrant that all information you provide during checkout, including shipping address, contact details, and customization requirements, is true, accurate, complete, and lawful. Any loss, redelivery fee, delay, or return caused by incorrect or incomplete user information shall be borne solely by you.
Material Authorization Liability: All photos, videos, and content you submit are guaranteed to be legally owned or fully authorized by you. You shall not upload content that infringes third-party portrait rights, privacy rights, copyrights, or intellectual property rights. You shall be fully liable for any legal disputes or compensation caused by unauthorized materials and indemnify us for all resulting losses.
Custom Requirement Liability: You are responsible for providing clear and definite customization instructions, including pet breed, pose, fur color, features, and size. Deviations caused by ambiguous descriptions, inconsistent requirements, or low-quality reference materials shall not be our liability and are not eligible for refunds or remakes.
Order Confirmation Liability: By placing an order, you acknowledge that you have read, understood, and agreed to all website policies. Failure to submit written objections within 24 hours after order confirmation constitutes full acceptance of the custom design, and production may commence immediately.
Compliant Usage Liability: Our services are only for personal, legal, non-commercial custom memorial use. You may not use our service for illegal counterfeiting, commercial infringement, or any unlawful activities.

Website Usage Terms

Usage License: All website functions are available only for normal user inquiries, orders, and after-sales procedures. Users are granted a limited, non-exclusive, non-transferable right of use.
Prohibited Conduct: Users shall not attack the website, crawl data, modify webpage content, conduct bulk ordering, malicious refund attempts, false complaints, or exploit system loopholes for profit. Posting defamatory, offensive, or illegal content is strictly prohibited. We reserve the right to suspend services, cancel orders, and pursue legal liability for violations.
Account Security: You are solely responsible for maintaining the security of your device and browsing information. We are not liable for data leakage caused by personal negligence.
Platform Rights: We reserve the right to optimize, update, or adjust website functions without prior notice. We may restrict access or terminate services for users who violate our policies.

Intellectual Property Rights

Artwork Copyright: All custom wool felt artwork design rights, production craftsmanship rights, and intellectual property rights belong exclusively to us. Customers only obtain the physical product ownership and personal non-commercial usage rights.
Non-Commercial Restriction: You may not resell, reproduce, display, or use the finished artwork, photos, or videos for commercial purposes, including advertising, resale, teaching, or public redistribution. We reserve the right to claim compensation for commercial infringement.
Portfolio Display Authorization: We may display finished work photos and videos on our official website and social media platforms to demonstrate our craftsmanship and services. You may email us at any time to opt out of public display, and we will remove your content within 3 business days permanently.
Website Intellectual Property: All website texts, layouts, logos, images, and service content are original and protected by intellectual property laws. Unauthorized copying, reproduction, or exploitation is strictly prohibited.

Governing Law and Dispute Resolution

Governing LawThese Terms comply with international cross-border consumer transaction standards:

This agreement shall be governed primarily by the consumer protection laws of your habitual residence country/region;
It also complies with mandatory international trade practices and the operational jurisdiction laws of our company;
You may explicitly request Chinese law as supplementary governing law in written form.

Dispute ResolutionAll disputes shall first be resolved through friendly negotiation via email.If negotiation fails, either party may choose:

Legal proceedings at the competent court of your habitual residence;
Binding commercial arbitration with final and enforceable awards.

Cross-Border Transaction RulesYou voluntarily conduct international cross-border purchases and agree to comply with local import laws, customs policies, and regulations of your resident country. We are not liable for delays, detention, or additional fees caused by local policy changes or customs inspections.

Limitation of Liability

Handmade Art Disclaimer: All artwork is 100% handcrafted. Minor texture differences, slight color variations, and subtle expression differences are inherent characteristics of handmade art and not considered quality defects. No refund or remake is applicable for natural handmade variations.
Subjective Dissatisfaction Exclusion: We are not liable for subjective dissatisfaction, including differences between customer imagination and finished work, personal aesthetic preference, or subjective resemblance judgment. Such reasons are not valid grounds for refunds or disputes.
Reference Material Disclaimer: We are not responsible for unsatisfactory results caused by blurry, incomplete, low-quality, or misleading reference photos and videos provided by the customer.
Third-Party & Force Majeure Exclusion: We assume no liability for losses caused by logistics delays, customs detention, courier damage (repair service only), natural disasters, government policy changes, strikes, or other force majeure events. We will provide reasonable assistance but bear no legal liability.
Maximum Liability Limit: Under no circumstances shall our total compensation liability exceed the actual total amount you paid for your order. We are not liable for indirect damages, emotional damages, lost profits, or consequential losses.
Custom Product Exclusion: Custom personalized artwork is uniquely produced for individual customers and cannot be resold. Once production starts, is completed, or shipped, all after-sales services strictly follow our refund policy. No unreasonable after-sales claims will be accepted.

Miscellaneous

Severability: If any clause herein is found invalid or unenforceable, the remaining terms shall remain fully valid and enforceable.
Policy Update Right: We reserve the right to update these service terms for business adjustment and cross-border compliance needs. Updated policies take effect immediately after website publication. Continued website usage constitutes automatic acceptance of the latest terms.
Valid Communication Records: All custom confirmations, revisions, and after-sales agreements are only valid via official email records.
Entire Agreement: These Terms, together with our Refund Policy, Shipping Policy, Custom Service Agreement, Privacy Policy, and FAQ, constitute the complete agreement between both parties and replace all prior oral or informal agreements.