Returns and Refund

Return Policy

We understand your order is highly personalized and custom-made, so unfortunately, we are unable to accept refunds, order cancellations, or exchanges. We truly appreciate your understanding.
We will provide you with a design draft before production. This allows you to confirm the sculpture and coloring effects. You may request revisions at this stage. Our artists will keep making adjustments until your expectations are met.
Please note that requesting revisions may extend the production timeline. We want your sculpture to be perfect for you, and we appreciate your patience if shipping is delayed. Your approval is important to us, and we will always wait for your confirmation via email before proceeding to each step.

We understand that creating portrait or pet sculptures is a deeply personal experience. Our experienced artists will do their best to capture your vision and the subject’s unique features. While we strive for authenticity, if you are looking for results comparable to those of world-renowned masters, please purchase cautiously. Custom orders are final and non-returnable once production begins. We thank you for your trust.

Refund Policy

If you wish to cancel your order, please let us know within 24 hours of placing it, and we will gladly issue a full refund. We want your experience to be positive and hassle-free.
Generally, we do not accept cancellations or returns for custom products after 24 hours from the order date. Since your order is a 100% one-of-a-kind custom product, crafted specifically for you or your pet, we do not accept returns or refunds. If you have any questions about your order, please let us know, and we will resolve them.
Once you have received your order, we are unable to issue refunds. We hope you understand this is due to the special nature of your custom piece.

Handling Shipping Damage

If your product arrives damaged, please email service@stroiu within 3 days of receipt. We are here to help and will assist with your claim. Please include photos or videos of the item and your order number. We recommend recording your unboxing as it helps us quickly resolve any shipping issues. If your item is approved, we will gladly replace it at no extra cost to you, including shipping.