Refund policy

Return & Refund Policy

Last updated: March 2026

At elkoycats, every order is custom-made from your uploaded photos. Because items are personalized, our return and refund rules are different from standard retail products.

1) Custom-made items (general rule)

All products are made to order and personalized. For this reason, we do not accept returns or offer refunds for:

change of mind
ordering the wrong pack/style
dissatisfaction with the subject matter (e.g., the cat’s pose/expression)
issues caused by the quality of the uploaded images (blur, low light, very low resolution)
minor differences in color due to screen vs print variation
cropping done to fit the card format (see “Cropping & optimization” below)

2) When we will help (eligible issues)

If there is a problem on our side, we will make it right. You may be eligible for a free replacement or an appropriate refund/partial refund if:

Your order arrives damaged (e.g., crushed package, water damage)
There is a printing defect (e.g., major misprints, severe ink issues, incorrect cut)
We made a fulfillment mistake (wrong product/style, missing items)

3) Reporting an issue (timeframe & what we need)

Please contact us within 14 days of delivery at elkoycats@gmail.com and include:

your order number
a clear description of the issue
photos of the product and packaging (and shipping label if available)

We may ask for additional photos to help us verify the issue and resolve it quickly.

4) Cropping & print optimization (important)

To prepare images for printing, we automatically optimize photos (crop, lighting/color balance, clarity).
Cropping is required to fit the card format and may trim edges. This is normal and not considered a defect.

5) Shipping problems (lost, delayed, returned)

Delays: Shipping timelines are estimates. Carrier delays alone do not qualify for refunds.
Lost in transit: If tracking shows the package is lost, we will work with the carrier and help resolve the case. Outcomes may include reshipment or refund depending on the carrier decision and situation.
Returned to sender / undeliverable: If a package is returned due to an incorrect address or failed delivery attempts, we can reship it, but additional shipping costs may apply.

6) Cancellations & order changes

Because orders enter production on a schedule, cancellations or changes are only possible before your order starts processing/production.
If you need to change something, email us as soon as possible at elkoycats@gmail.com Once production begins, we may not be able to cancel or modify the order.