Warranty and Return/Exchange Policy - soulfeltstudio
soulfeltstudio is dedicated to providing high-quality, handcrafted leather products featuring pet engravings, backed by transparent after-sales service. This page outlines our warranty, return, and exchange policies to ensure you fully understand your rights and our obligations when purchasing our custom-made products.
This policy applies to all custom pet-engraved leather products purchased through our official website. By placing an order with soulfeltstudio, you agree to the terms and conditions set forth below.
1. After-Sales Warranty and Maintenance Policy
We take great pride in the quality of our handcrafted leather goods and offer a lifetime free maintenance commitment to ensure your custom pet-engraved leather product remains in excellent condition for years to come.
1.1 5-Year Free Refurbishment Service
For a period of 5 years from the date of delivery, we provide free repair and refurbishment services for issues arising from normal use. Coverage includes, but is not limited to:
Surface wear and tear
Stitching damage or loosening
Leather fading due to normal use
To utilize this refurbishment service, you are responsible only for the shipping costs to send the product to our designated address. We will cover all costs for repair materials, labor, and the return shipping of the refurbished product to you.
1.2 Lifetime Free Care Service
We offer professional leather care guidance to help you properly maintain your pet-engraved leather product. Additionally, we provide permanent, free light maintenance services for your custom product, including but not limited to:
Professional leather oiling
Leather polishing
Removal of minor stains (without damaging the leather or the engraved design)
For light maintenance services, you may need to ship the product to us (at your own expense); once maintenance is complete, we will ship it back to you free of charge. 1.3 Warranty Exclusions
The following situations are not covered by our warranty and maintenance policy:
Damage caused by improper use, negligence, or accidental impact (e.g., scratches, tears from sharp objects, water damage, or exposure to extreme temperatures)
Damage resulting from unauthorized repairs or modifications by third parties
Normal wear and tear beyond the 5-year free refurbishment period (e.g., significant leather aging after 5 years)
Damage caused by natural disasters, fire, or other events of *force majeure*
2. Return and Exchange Policy
All our custom pet leather carvings are made-to-order based on your specific requirements (including the pet's appearance, dimensions, text, and other customization details). Given the unique and personalized nature of these products, we have established the following return and exchange rules:
2.1 No Returns for Change of Mind
All sales of custom pet leather carvings are final. We cannot accept returns or exchanges if the request is due to a change of mind, the product is no longer needed, or errors occurred in the specifications provided by you (e.g., incorrect pet details, wrong dimensions, or erroneous text).
2.2 Returns and Exchanges Due to Quality Defects or Craftsmanship Errors
If the product exhibits quality defects or craftsmanship errors caused by us (and not resulting from your use or incorrect specifications), we offer the following solutions:
Free Remake: We will create a new custom pet leather carving based on your original specifications at no cost and cover all shipping fees (including return and re-shipment costs).
Full Refund: If you do not wish to have the item remade, we will issue a full refund of the purchase price and cover the cost of returning the defective product to us.
2.3 Verification and Confirmation Process
To prevent issues, we will confirm all customization details (including pet photos and text) with you via email or message before production begins. Please carefully review and confirm these details, as any errors found after your confirmation will not be considered craftsmanship defects. If you receive a product with quality defects or craftsmanship flaws, please contact our customer service team within 7 days of receipt and provide clear photos or videos of the defect. We will verify the issue and provide a solution within 3 business days.
3. After-Sales Service Contact Information
For any questions or requests regarding warranties, repairs, returns, or exchanges, please contact our customer service team:
Email: soulfeltstudio@outlook.com
Response time: 1–3 business days
4. Policy Updates
soulfeltstudio 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 that you check this page periodically for the latest information.
Last updated: August 2026