Returns, Replacements, Refunds & Cancellation Policy
Last Updated: August 2026
At ArenivoStudio, every personalized product is individually designed and made specifically for you. Because our products are custom-made using your photos, personalization details, and approved artwork, they cannot normally be restocked or resold.
We want you to feel confident ordering from us. While we do not accept returns or exchanges for change of mind on personalized or custom-made products, we stand behind the quality of every order and will make things right if your product arrives damaged, defective, incorrectly produced, or materially different from your approved design.
1. Personalized & Custom-Made Products
Due to the personalized and made-to-order nature of our products, we do not accept returns or exchanges for buyer's remorse, change of mind, or preference-based reasons once production has begun.
This includes products that have been custom-created using your:
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Pet or personal photos
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Names or custom text
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Selected artwork or design
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Colors, sizes, or product options
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Other personalization instructions
For customers in the European Union, the standard 14-day right of withdrawal generally does not apply to goods made to the consumer's specifications or clearly personalized, as provided under applicable EU consumer protection rules.
This personalized-product exception does not affect your statutory rights if your product is damaged, defective, incorrectly produced, or otherwise does not conform to your order.
2. Order Cancellation – Within 24 Hours
You may request cancellation within 24 hours of placing your order, provided production has not yet started.
To request a cancellation, contact:
Please include your order number in your cancellation request.
If your cancellation is approved, a full refund will be issued to your original payment method.
We normally process approved cancellation refunds within 3 business days.
Your bank, credit card provider, PayPal, Shopify Payments, or other payment provider may require additional processing time before the refunded amount appears in your account.
Because personalized orders may enter production quickly, cancellation cannot normally be guaranteed once production has started.
3. Artwork Proof & Customer Approval
For applicable personalized products, we provide a digital proof or preview before the final product enters production.
Please carefully review your proof before approving it, including:
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Names and spelling
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Photos
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Artwork
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Colors
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Design and placement
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Personalization details
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Any special requests
Production begins after the artwork has been approved where proof approval is part of the order process.
Once you approve your artwork, your personalized product may enter production and changes or cancellations may no longer be possible.
4. Revisions
We want you to be happy with your personalized artwork before production.
We offer unlimited minor revisions to the artwork proof before final approval.
Minor revisions may include reasonable adjustments to details within the original artwork request.
Requests that substantially change the original order — such as using a completely different photo, changing the subject, requesting a different art style, adding additional pets or people, or requesting an entirely new composition — may not qualify as minor revisions and may require an additional fee or new order.
Once the artwork has been approved and production has started, further revisions may no longer be possible.
5. Damaged, Defective, Incorrect or Misprinted Products
We take responsibility for production quality and shipping-related damage.
If your product arrives:
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Damaged
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Broken
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Defective
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Misprinted
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Incorrectly manufactured
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Different from the approved artwork due to a production error
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Materially different from what you ordered
please contact us as soon as reasonably possible after discovering the issue, preferably within 24 hours of delivery.
Contact:
Please provide:
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Your order number
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A brief description of the issue
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Clear photographs showing the damaged, defective, or incorrect product
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Photos of the packaging if the product was damaged during shipping, where reasonably available
The 24-hour period is a preferred notification timeframe that helps us investigate shipping or production issues quickly. It does not limit any mandatory statutory consumer rights that may apply to your purchase.
6. Free Replacement – No Return Required
If we confirm that your personalized product arrived damaged, defective, incorrectly produced, or with a manufacturing or printing error, our normal resolution is to produce and ship a new replacement at no additional cost to you.
In most cases:
You do NOT need to return the damaged or defective product to us.
There is:
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No replacement product charge
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No replacement shipping charge
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No restocking fee ($0)
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No return shipment required in most approved claims
We believe this provides the fastest and easiest solution for personalized products while avoiding unnecessary return shipping.
If a return is exceptionally required to resolve a valid defective-product claim, we will provide instructions and will cover return shipping where required by applicable law.
7. Refunds for Damaged or Defective Products
Our normal remedy for a confirmed damaged, defective, misprinted, or incorrectly produced personalized product is a free replacement.
However, this policy does not limit remedies available to you under applicable consumer protection laws.
Where required by applicable law, or where replacement is not possible or does not provide the remedy required by applicable law, you may be entitled to another remedy, which may include a price reduction or refund.
Any approved refund will be issued to your original payment method.
We normally process approved refunds within 3–5 business days. Your financial institution or payment provider may require additional time to post the refund to your account.
8. Customer-Provided Photos & Personalization Errors
The quality and accuracy of personalized artwork depend on the information and photos submitted with your order.
Customers are responsible for:
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Uploading clear and suitable photographs
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Providing correct names and spelling
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Selecting the correct product, size, color, and available options
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Reviewing personalization details before ordering
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Carefully reviewing and approving the artwork proof where applicable
If the finished product accurately reflects information or artwork supplied and/or approved by you, we cannot normally offer a free replacement or refund for errors originating from customer-provided information.
For example, this may include an incorrect name or spelling submitted by the customer or an incorrect option selected during checkout.
If the error was caused by ArenivoStudio or one of our production partners, we will provide an appropriate remedy at no additional cost to you.
9. Change of Mind After Approval or Production
Because personalized products are made specifically for each customer and generally cannot be resold, we do not accept returns, exchanges, or refunds simply because you:
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Changed your mind
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No longer want the product
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Prefer a different style after approving the artwork
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Selected the wrong option
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Provided incorrect personalization information
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Approved artwork containing information you later wish to change
This does not apply where the product is defective, damaged, incorrectly manufactured, or where applicable law provides you with mandatory consumer remedies.
10. European Union Customers
For customers located in the European Union, personalized or custom-made products are generally excluded from the standard 14-day right of withdrawal where the goods are made to the consumer's specifications or are clearly personalized.
However, this exception does not remove your statutory rights regarding defective or non-conforming goods.
Where applicable, EU consumers retain their mandatory legal rights concerning products that are defective, damaged, incorrectly supplied, or otherwise fail to conform to the sales contract.
Nothing in this policy is intended to exclude, restrict, or override rights that cannot legally be excluded under applicable EU or national consumer protection law.
11. United States Customers
For customers located in the United States, our return, replacement, cancellation, and refund procedures are governed by this policy together with any mandatory consumer protection rights provided under applicable federal or state law.
Nothing in this policy is intended to waive or restrict consumer rights that cannot legally be waived under applicable law.
12. Return Shipping
Because our products are personalized, we generally do not request that confirmed damaged, defective, or incorrectly produced products be returned.
Therefore, in most approved replacement claims, there is no return shipping cost because no return shipment is required.
If we specifically request a return in connection with a valid defective or non-conforming product claim, we will provide return instructions and cover the applicable return shipping cost where required by law.
Please do not send any product back to us without contacting us first.
13. Restocking Fees
We do not charge restocking fees for approved claims.
Restocking Fee: $0
14. Contact Us
If you have a question about a cancellation, damaged product, defective item, replacement, refund, or your personalized order, please contact us:
ArenivoStudio
Email: support@arenivostudio.com
Please include your order number and any relevant photographs when contacting us about an existing order.
We will review your request and work to provide an appropriate solution as quickly as possible.
15. Your Statutory Rights
Nothing in this Returns, Replacements, Refunds & Cancellation Policy is intended to exclude, limit, or override any mandatory consumer rights available to you under the laws applicable to your purchase.
Where any provision of this policy conflicts with mandatory consumer protection law, the applicable mandatory legal requirements will prevail.