Return & Refund Policy
At Marques & Co., we stand behind the quality of our products. Because all of our products are custom-made and personalized with your pet's unique portrait, our return and refund policy is tailored to custom merchandise.
1. No returns or exchanges (change of mind)
Due to the personalized nature of our products, we do not accept change-of-mind returns or exchanges. We do not offer refunds or exchanges for an incorrect size selection or customer error, such as entering the wrong pet name or uploading the wrong photo.
We strongly recommend reviewing your pet's name, selected product options, and photo upload guidelines carefully before completing checkout, and reviewing your mockup once emailed to you.
2. Damaged, incorrect, or defective items
If your item arrives damaged, incorrect (e.g., wrong product style or size delivered), or with a clear printing defect, we will send a free replacement or, when approved, issue a refund.
To request a replacement or refund for a damaged or incorrect item, please reach out via our Contact Page within 14 days of receiving your package with the following details:
- Your order number.
- A brief description of the issue.
- Clear photos showing the damage, defect, or incorrect item received.
3. No return shipping required
For a verified damaged, incorrect, or defective order, we do not require you to return the item. Once our support team verifies the damage or defect via your submitted photos, we will issue a replacement or process a refund directly.
4. Refund processing
If a replacement order is not preferred and a refund is approved by our support team, the refund will be processed back to your original payment method. Please allow 5 to 10 business days for the credit to appear on your statement, depending on your card issuer or bank.
5. Contact support
If you have any questions or need to report a problem with your order, please see our Contact Page to get in touch.