Refund policy

Refund & Return Policy

At Aolvao, every wool felt pet portrait is handmade and custom-created specifically for each customer. Because of the personalized nature of our products, our refund and return policy differs from that of mass-produced items.

Order Cancellation

You may cancel your order within 24 hours of purchase for a full refund.

After 24 hours, materials may have already been prepared and production may have begun. In such cases, cancellation requests will be reviewed individually and may be subject to a partial processing fee.

Once production has started, orders generally cannot be canceled.

Revisions Before Shipping

Your satisfaction is important to us.

Before shipping, we will provide photos of the completed portrait for your review. Minor adjustments and revisions can be requested at this stage to ensure the final piece closely matches your expectations.

We will proceed with shipping only after receiving your approval.

Returns & Refunds

Because each portrait is custom-made based on your pet's photos, we do not accept returns or offer refunds for:

  • Change of mind

  • Personal preference after approval

  • Incorrect information or photos provided by the customer

  • Delays caused by customs or shipping carriers

Damaged or Incorrect Orders

If your order arrives damaged or if you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • A brief description of the issue

After review, we will offer an appropriate solution, which may include a replacement, repair, or refund.

Lost Packages

If a package is confirmed lost during transit, we will work with the shipping carrier and provide a suitable resolution.

Contact Us

If you have any questions regarding your order, please contact us:

WhatsApp: +86 138 1983 3086

Email: aolvaosupport@gmail.com