Last updated: September 30, 2026
Every Cusmine piece is made by hand for one specific pet, so our policy is built around getting your keepsake right rather than taking items back.
Custom Items Are Final Sale
Because each item is made specifically from your pet's photo, we cannot accept returns or offer refunds for a change of mind.
Damaged or Not as Ordered
If your order arrives damaged, or it does not match what you ordered (for example, the wrong item or the wrong size), we will remake it for free. If we are unable to remake it, we will issue a refund instead.
How to Request a Remake
- Contact us through our Contact page within 14 days of receiving your order.
- Include your order number and clear photos showing the damage or the difference from your order.
- We will review your request and let you know the next steps.
Handmade Variations
Each piece is sculpted and painted by hand, so every finished keepsake is a little different from the next.
Before We Start
If the photo you sent is not clear enough to work from, we will contact you and ask for another photo before production begins.
Need to change something in your order? Contact us before production begins and we will do our best to update it.
Questions
If you have any question about your order, please reach out through our Contact page.