Refund policy
At HinokiAtelier, each piece is custom-made by hand based on your pet’s photos. Because every item is personalized and made specifically for your order, we do not accept returns, exchanges, or refunds once production has started.
Order Cancellations
You may request to cancel your order within 24 hours after placing it, as long as production has not started.
Once we have begun preparing, carving, or painting your custom piece, the order can no longer be cancelled.
Custom-Made Items
All HinokiAtelier products are personalized handmade items. Slight variations in shape, color, carving details, and paintwork may occur. These natural differences are part of the handmade process and do not qualify as defects.
Please note that each piece is an artistic interpretation of your pet based on the photos provided, not an exact replica.
Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A brief description of the issue
After reviewing your request, we will do our best to offer a suitable solution, such as a replacement, repair, or refund when applicable.
Shipping Issues
We are not responsible for delays caused by customs clearance, local delivery services, incorrect shipping addresses, or circumstances beyond our control.
If a package is returned due to an incorrect or incomplete address provided by the customer, additional shipping fees may apply to resend the order.
Refunds
Approved refunds will be processed to your original payment method. Please note that it may take several business days for the refund to appear, depending on your bank or payment provider.
Contact Us
If you have any questions about your order, please contact us at: