Refund policy

Our Commitment to Quality and Customer Satisfaction

At Always Companions, we pour our heart into every custom pet portrait frame we create. We understand these aren’t just products – they’re cherished memories of your beloved companions. While we strive for perfection in every order, we want you to feel completely confident in your purchase.

Detailed Refund Eligibility

For Custom Pet Portrait Frames (Personalized Items)

Due to their bespoke nature, these special items fall under exceptions to standard return rights under Spanish consumer law (Artículo 103 del Real Decreto Legislativo 1/2007):

1. Manufacturing Defects:

   • Cracks or damage to the frame

   • Significant color discrepancies from approved design

   • Poor print quality or blurry reproduction

   • Missing or incorrect customization elements

2. Shipping-Related Issues:

   • Damage during transit (must provide photographic evidence)

   • Complete non-delivery (after carrier investigation)

   • Wrong item shipped entirely

3. Non-Eligible Cases:

   • Change of mind after approval

   • Minor color variations due to monitor differences

   • Dissatisfaction with original photo quality provided

   • Requests for modifications after production begins

For Standard Products (Non-Customized Items)

In accordance with Spanish consumer protection laws (Derecho de desistimiento):

• 14-Day Return Window: From date of delivery

• Condition Requirements:

  • Original packaging intact

  • No signs of use or damage

  • All included accessories present

• Return Shipping: Customer responsibility unless error was ours

Comprehensive Refund Process

Step-by-Step Instructions:

1. Initial Notification:

   • Email mayedage1@gmail.com within 7 days of delivery

   • Subject line: “Refund Request – Order #[number]”

   • Include:

     • 3-5 clear photos showing the issue

     • Detailed description of the problem

     • Your preferred resolution (replacement/refund)

2. Evaluation Period:

   • Our quality team reviews within 48 hours

   • May request additional information/images

   • For damaged items: Carrier investigation may be required

3. Resolution Options:

   • Replacement: For defective items (priority shipping)

   • Partial Refund: For minor defects (20-50% of value)

   • Full Refund: For major defects or undelivered orders

4. Return Shipping (When Required):

   • We provide prepaid label for our errors

   • Customer pays for change-of-mind returns

   • Must use tracked shipping method

Processing Timelines:

Special Considerations

EU Consumer Rights (Additional Protections)

Under EU regulations, you may be entitled to:

• Two-year warranty against manufacturing defects

• Right to repair or replacement before refund

• Protection against unfair commercial practices

Gift Purchases

• Refunds issued to original purchaser

• Gift recipients may exchange defective items

• Requires original order confirmation

Customization Errors

If the error originated from our team:

• Free rush re-production

• Complimentary upgraded shipping

• 15% discount on future order

Frequently Asked Questions

Q: What if I provided the wrong photo?
A: Unfortunately we can’t accept returns for customer-provided image errors, but we offer 25% off a reorder.

Q: Can I cancel my order?
A: Cancellations are possible within 12 hours of ordering if production hasn’t begun.

Q: The colors look different than on screen?
A: All monitors display colors differently. We provide digital proofs for approval.

Contact Our Support Team

For urgent refund inquiries:
📞 +34 (available 10:00-18:00 CET weekdays)
📧 support@alwayscompanions.com

For written correspondence:
Guangxi Tongcheng Network Technology Co., Ltd.
Attn: Customer Refunds

GOVERNING LAW- These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the law of Spain.