Warranty, Return and Exchange Policy - PetEtern
At PetEtern, we are committed to providing high-quality handcrafted pet leather carvings and transparent after-sales services. This page details our warranty, return, and exchange policies to ensure you have a clear understanding of your rights and our obligations when purchasing our custom products.
This policy applies to all custom pet leather carvings purchased through our official website (https://petetern). By placing an order with PetEtern, you agree to the terms and conditions outlined below.
1. After-Sales Warranty and Maintenance Policy
We stand behind the quality of our handcrafted leather work with a lifetime free maintenance guarantee, designed to ensure your custom pet leather carving remains in excellent condition for years to come.
1.1 5-Year Free Renovation
Within 5 years from the date of delivery, we offer free repair and renovation services for any issues caused by normal use, including but not limited to:
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Leather surface wear and tear
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Stitching damage or loosening
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Fading of leather color due to normal use
For renovation services under this guarantee, you only need to bear the cost of return shipping to our designated address. We will cover all repair materials, labor costs, and the shipping cost to send the renovated product back to you.
1.2 Lifetime Free Care
We provide lifelong professional leather care guidance to help you maintain your pet leather carving properly. Additionally, we offer free minor maintenance services for your custom pet leather carving permanently, including but not limited to:
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Professional leather oiling
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Leather polishing
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Minor stain removal (that does not damage the leather or carving)
For minor maintenance services, you may need to ship the product to us (at your own cost), and we will return it to you free of charge after maintenance.
1.3 Warranty Exclusions
The following situations are not covered by our warranty and maintenance policy:
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Damage caused by improper use, negligence, or accidental impact (e.g., scratches, tears from sharp objects, water damage, or exposure to extreme temperatures)
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Damage caused by unauthorized repair or modification of the product by a third party
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Normal wear and tear beyond the scope of the 5-year free renovation (e.g., severe aging of leather after 5 years)
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Damage caused by natural disasters, fire, or other force majeure events
2. Return and Exchange Policy
All our pet leather carvings are fully custom-made according to your personal specifications (including pet appearance, size, text, and other custom requirements). Due to the unique and personalized nature of custom products, we have the following return and exchange rules:
2.1 Non-Returnable for Change of Mind
All sales of custom pet leather carvings are final. We cannot accept returns or exchanges if you simply change your mind, decide you no longer want the product, or make a mistake in providing custom specifications (e.g., incorrect pet details, wrong size, or unintended text).
2.2 Returns and Exchanges for Quality Defects or Craftsmanship Errors
If the product has a quality defect or craftsmanship error caused by us (not due to your use or custom specification errors), we will provide the following solutions:
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Free remake: We will create a new custom pet leather carving according to your original specifications, free of charge, and cover all shipping costs (both return and re-delivery).
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Full refund: If you prefer not to have a remake, we will issue a full refund of the purchase price, and we will cover the cost of returning the defective product to us.
2.3 Verification and Confirmation Process
To avoid any issues, we will confirm all custom details (including pet photos, size, text, and design) with you via email or message before starting production. Please carefully check and confirm these details, as any errors confirmed by you will not be considered a craftsmanship error.
If you receive a product with a quality defect or craftsmanship error, please contact our customer service team within 7 days of delivery, provide clear photos or videos of the defect, and we will verify the issue and provide a solution within 3 working days.
3. Contact Information for After-Sales Services
For any questions or requests related to warranty, maintenance, return, or exchange, please contact our customer service team:
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Email: support@petetern.com
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Response Time: 1-3 working days
4. Policy Updates
PetEtern reserves the right to update or modify this warranty, return, and exchange policy from time to time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting. We recommend you check this page periodically for any updates.
Last updated: April 2026