Refund policy

At The Cat Lab, each item is custom and made to order specifically for you using your submitted photo(s) and selections. Due to the personalized nature of our products, all sales are final, and we do not accept returns or exchanges once an order has been placed.

That said, your experience matters to us, and we will always do our best to make things right if an issue arises.

Cancellations & Refunds

You may request a cancellation or refund within 24 hours of purchase by contacting us at thecatlab.co@gmail.com.

After 24 hours:

  • If artwork has not yet been started, a full refund will be issued.
  • If artwork has already been completed, a refund will be issued minus a $20 artwork fee to account for time spent creating your custom design. 

Once an order has entered production, it can no longer be canceled, refunded, or modified in any way (including design details, pet selection, or shipping address changes).

Proof Option & Design Approval

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

  • You will receive a preview of your design mocked up on the product via email
  • You may request unlimited revisions to the artwork and design details 
  • Production will not begin until your approval is received 

By approving your proof, you confirm that:

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

Once a proof has been approved, the design is considered final, and it is not eligible for refunds or revisions based on design preferences.

Custom Product Policy (Final Sale Items)

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 part of the hand-drawn process 
  • It is the customer’s responsibility to submit accurate photos and customization details 
  • If a proof is not purchased, the design will be created and sent directly to production based on your submission.

Because of this, dissatisfaction based on personal preference (including style interpretation, pose selection, or photo quality) does not qualify for a refund or return. If you are unsure about your photo or customization, we strongly encourage reaching out or selecting the proof option before production.

Damages, Defects, or Incorrect Orders

Please inspect your order upon delivery.
If your item arrives:

  • Damaged 
  • Defective 
  • Incorrect (e.g., wrong item received or customization not matching the approved or submitted request) 

Please contact us at thecatlab.co@gmail.com within 7 days of delivery, including clear photo evidence of the issue.

If the issue is confirmed, we will offer a replacement or refund, depending on the situation. Because all products are custom-made, approved claims are resolved without requiring the item to be returned. Resolution type is determined at our discretion based on the nature of the issue. 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.