Refund policy

At The Cat Lab, every item is custom made to order using the photo(s) and personalization details you provide.

Because your order is created specifically for you, we offer a 48-hour cancellation window. You may request to cancel your order for a full refund within 48 hours of placing your order by filling out our

After the 48-hour cancellation period has passed, personalized orders are considered final sale and cannot be returned or exchanged for reasons such as buyer's remorse, ordering mistakes, or artwork preferences.

Final Sale Exception

Our Final Sale policy does not apply to items that arrive damaged, defective, or incorrect. If your order arrives damaged during shipping, has a manufacturing defect, or you receive the wrong item or incorrect personalization, please contact us within 7 days of delivery. Once the issue has been confirmed, we will provide either a replacement or a full refund, depending on your preference.

Proof & Artwork Approval

Customers have the option to purchase a proof, which provides a digital preview of the custom artwork before production.
With this option:

You will receive a preview of your artwork shown on your selected product.
You may request unlimited revisions to your artwork and customization details.
Production will not begin until your artwork has been approved.

By approving your proof, you confirm that:

The artwork, pet likeness, and details meet your expectations
All customization details (names, colors, layout, etc.) are correct

Once your artwork has been approved, it is considered final and is no longer eligible for revisions based on artwork or customization preferences.

For additional information about the Proof option, please visit our FAQ.

Custom Product Policy (Final Sale)

All products are made to order and customized based on the photo(s) and information you provide. By placing an order, you acknowledge that:

The final artwork will reflect the pose, angle, and quality of the submitted photo(s)
Minor artistic interpretation is a natural part of creating custom artwork.
It is the customer’s responsibility to submit accurate photos and customization details
If No Proof is selected, your artwork will be created based on your submitted pet photos and customization preferences and will proceed directly to production without an artwork proof being emailed first.

If you're unsure about your photo or customization preferences, we strongly encourage selecting Proof so you can review and approve your artwork before production begins.

This Final Sale policy does not affect your rights if your order arrives damaged, defective, or incorrect. Please see the "Damages, Defects, or Incorrect Orders" section below for details.

Damages, Defects, or Incorrect Orders

Please inspect your order upon delivery.

Although personalized items are final sale, this policy does not apply to products that arrive damaged, defective, or incorrect.

If your item arrives:

Damaged
Defective
Incorrect (for example, you received the wrong item or your customization does not match your approved proof or submitted personalization))

Please fill out our contact form or email us at hello@thecatlab.co within 7 days of delivery, including clear photos of the item and packaging so we can review the issue.

If the issue is confirmed, we will provide either a replacement or a full refund, depending on your preference. Because all products are custom made, approved claims are resolved without requiring the item to be returned.

Claims submitted without photo evidence or outside of this timeframe may not be eligible for resolution.

Order Concerns

If you have any concerns about your order, please don’t hesitate to reach out. We genuinely care about your experience and will make every reasonable effort to ensure you’re happy with your purchase. We want to make sure these items are as special as the pets on them!

Refund Processing

If a refund is approved, it will be issued to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or credit card provider.