At Fur Kinship, every order is made-to-order, carefully customized, and hand-edited with love. Because our products are personalized, we handle returns and refunds differently for digital files and physical products. Please review the details below.
We genuinely care about your experience and always aim to handle concerns fairly and thoughtfully.
Digital File Orders
General Policy
At Fur Kinship, our digital portraits are created or customized for you. Because digital files are delivered electronically, our cancellation, refund, and revision policies differ depending on the product purchased. Please review the following terms before placing your order.
1. Digital Delivery
For Instant Digital Portrait orders, customers can preview their selected design before purchasing. Once payment is completed, the high-resolution digital file is made available for immediate access.
For Refined Digital Portrait orders, customers receive additional customization based on their requests. When adjustments are requested after purchase, our team will send an updated digital version by email within 48 hours of the order being placed, subject to the information and requirements provided.
2. Cancellation and Refunds
Because digital portraits are personalized products delivered electronically, cancellations and refunds due to a change of mind are generally not accepted once the digital file has been supplied, except where required by applicable law.
Please carefully review your selected design and order details before completing your purchase.
If you accidentally purchase the wrong portrait or select the wrong design, please contact us at cs@furkinship.com within 24 hours of purchase. Depending on the circumstances, we may provide a partial discount code to help you purchase the correct portrait. The discount amount will be determined by our team on a case-by-case basis.
This assistance does not guarantee a refund, a free replacement file, or a complimentary second purchase.
3. Revisions and Customization
The Instant Digital Portrait provides the high-resolution file based on your selected preview and does not include additional edits or customization after purchase.
The Refined Digital Portrait includes up to 3 rounds of revisions based on your feedback and within the scope of your original order.
Each revision round allows you to submit a consolidated list of requested changes. Requests submitted after a revised version has been delivered will count toward the next round.
Requests to create an entirely different design, replace the original subject, or substantially change the original concept may fall outside the included revision scope and may require an additional purchase.
A change of mind, personal preference, or request outside the agreed customization scope does not automatically qualify for a refund.
4. Errors Caused by Fur Kinship
If your delivered file contains an error caused by our team, we will correct the error and provide a corrected file at no additional charge.
5. Technical Issues and Missing Files
If your digital file is missing, cannot be accessed, or is corrupted or unusable due to a technical issue on our side, please contact cs@furkinship.com
Include your order number and a screenshot or clear description of the issue. We will investigate and, where appropriate, restore access or provide a corrected file at no additional charge.
How to Request Support
Contact our customer service team at cs@furkinship.com and provide:
- Your order number.
- A clear description of the issue or requested assistance.
- A screenshot or other relevant evidence, where applicable.
For wrong-portrait purchase assistance, please contact us within 24 hours of purchase. For missing files, technical problems, or errors caused by our team, please contact us as soon as reasonably possible after discovering the issue.
Our team will normally respond within 1-3 business days.
Physical Product Orders
General Policy
At Fur Kinship, all physical products are made to order and personalized specifically for each customer. Each Poster/Canvas order includes a high-resolution digital portrait valued at $15, as separately listed in our product pricing.
Your digital portrait is automatically delivered and made available for immediate access after payment. Before purchasing a physical product, you can preview your portrait digitally. If you would like further adjustments after placing your order, our team will provide an updated version by email within 48 hours of your order being placed.
Because each physical product is custom-made, we have specific cancellation and refund conditions. Please review the following policy before placing your order.
1. Design Review and Confirmation
If you request adjustments to your portrait after placing your order, we will send you an updated digital version by email within 48 hours of your order being placed.
You will then have 48 hours from the time the updated version is sent to confirm the design or request any final adjustments.
Once the 48-hour confirmation window expires, we will proceed with production using the latest version provided. If you do not respond within this period, the latest version will be treated as the version authorized to proceed to production, subject to any applicable legal requirements.
If you do not request further adjustments, your order may proceed according to the production process communicated at checkout.
2. Order Cancellation and Refunds
Cancellation During the Review Period
You may request to cancel your physical product order before the 48-hour design confirmation window expires.
If your cancellation request is eligible, $15 will be deducted from the refund to account for the high-resolution digital portrait already delivered to you. The remaining eligible balance will be refunded to your original payment method, subject to applicable law.
The $15 amount represents the separately disclosed value of the digital portrait included with your physical product order. Since this digital file is delivered immediately after payment, canceling the physical product does not automatically entitle you to a full refund of the total amount paid.
To request cancellation, contact us at cs@furkinship.com before the applicable deadline. Your request must be submitted before the 48-hour confirmation window expires.
Cancellation After the Review Period
Once the 48-hour confirmation window expires and your order proceeds to production, cancellations and refunds due to a change of mind are no longer accepted.
This restriction applies even if the physical product has not yet been shipped, as production may already have started with our printing or fulfillment partner.
After Shipment or Delivery
Once your order has been shipped, it cannot be canceled or returned due to a change of mind, personal preference, or dissatisfaction with a design that was previously approved.
This does not affect valid claims involving defective, damaged, or incorrectly produced products, or any mandatory consumer rights under applicable law.
3. Eligible Defects, Damage, and Production Errors
We want every Fur Kinship product to arrive in excellent condition. If your physical product has a genuine defect, arrives damaged, or materially differs from the product you ordered or the design approved for production, please contact us for assistance.
Eligible issues may include:
- Damage during production or shipping: The frame, print, or other components arrive broken, cracked, deformed, or otherwise physically damaged.
- Printing or manufacturing defects: Significant printing errors, visible production defects, or quality issues attributable to our production process.
- Incorrect products: The wrong size, frame color, product type, or other ordered specification was supplied due to an error on our part.
- Material design discrepancies: The delivered product materially differs from the approved design due to a production or fulfillment error.
Depending on the nature of the issue and applicable consumer protection laws, we may offer a replacement, reprint, repair, or refund.
Where a return is necessary for a confirmed defect or error, we will provide return instructions and cover reasonable return shipping costs where applicable.
4. Issues Not Eligible for Change-of-Mind Refunds
Because our physical products are individually customized, we do not accept returns, exchanges, or refunds solely because of:
- A change of mind or personal preference.
- Dissatisfaction with a design that was made according to the approved preview.
- A preference for a different portrait, pose, composition, frame color, or size after production has begun.
- Minor color variations between a digital screen preview and a physical print due to differences in display settings, lighting, printing processes, and materials.
- Incorrect names, photographs, sizes, frame colors, or other personalization details supplied or selected by the customer.
- A request submitted after the applicable cancellation period has expired.
These exclusions do not apply where the issue constitutes a defect, a material failure to match the approved order, or a circumstance for which a refund or other remedy is required by applicable law.
5. How to Report a Defect or Request Assistance
If your product arrives damaged, defective, or incorrect, please contact our customer service team at cs@furkinship.com as soon as reasonably possible after discovering the issue.
Please include:
1. Your order number
2. A clear description of the issue
3. Clear photos or videos showing the product and the defect or damage
4. Photos of the packaging and shipping label, where relevant
Our team will review your request and normally respond within 1–3 business days. We may request additional information to determine the appropriate resolution.
Please do not discard or return the product before receiving instructions from our team.
6. Refund Processing
If a refund is approved, it will be issued to your original payment method.
For approved cancellations during the review period, the $15 digital portrait deduction described above will apply, subject to applicable law.
For confirmed defects, damage, or production errors, the available remedy will depend on the circumstances and applicable consumer protection requirements. Where a refund is appropriate, we will communicate the amount and expected processing time when the request is approved.
The time it takes for the funds to appear in your account may depend on your payment provider or financial institution.
7. Return Address and Shipping Instructions
If a return is required, a return address and shipping instructions will be provided after your request has been reviewed and approved.
Please do not send any item back without prior confirmation from our team. Unauthorized returns may delay the resolution of your request.
Need Help?
If you are unsure whether your order qualifies for a replacement or refund, please contact us at: cs@furkinship.com
Our team will be happy to help.