RETURN & REFUND POLICY
Akita Family Love
Last updated: 03/02/2026
1. Overview
Akita Family Love offers products across two distinct sections: Design Shop and Pet Corner.
Return and refund conditions vary depending on the type of product purchased, as outlined below.
We encourage customers to carefully review product descriptions, size charts, and shipping information before placing an order.
2. Design Shop – Made-to-Order & Personalized Products
All products in the Design Shop are made to order and, in many cases, customized specifically for each customer.
For this reason, we do not accept returns or exchanges for:
- incorrect size selection
- change of mind
- buyer’s remorse
- personal preference
EU Consumer Notice
In accordance with Directive 2011/83/EU (Art. 16(c) and (e)) and applicable consumer protection laws, the right of withdrawal does not apply to:
- goods made to the consumer’s specifications or clearly personalized;
- sealed goods that are not suitable for return due to health or hygiene reasons once unsealed after delivery.
U.S. Consumer Notice
For customers located in the United States, made-to-order and personalized products are considered custom goods.
As permitted under applicable U.S. consumer protection laws and FTC guidelines, custom goods are generally non-returnable, except in cases of defect, damage, or fulfillment error.
This policy does not limit any non-waivable consumer rights under applicable U.S. state or federal law.
3. Damaged, Defective, or Incorrect Items (Design Shop)
If you receive an item that is:
- damaged
- defective
- misprinted
- incorrect
please contact us within 14 days of delivery at:
Include:
- your order number
- a brief description of the issue
- clear photos of the product and packaging
Once the issue is verified, we will arrange a replacement or refund at no additional cost.
Claims must be submitted no later than 30 days from delivery.
4. Sealed Goods & Hygiene-Sensitive Items
For health and hygiene reasons, we do not accept returns of sealed goods that have been opened after delivery (such as items intended for close personal use).
These items are not eligible for return or reshipment.
5. Pet Corner – Returns & Refunds
Products from the Pet Corner are shipped internationally and follow different logistics processes.
Returns and refunds may be granted in the following cases:
- products damaged during transit
- defective items
- incorrect or missing items
To request assistance, contact support@akitafamilylove.com within 14 days of delivery, providing:
- order number
- description of the issue
- clear photographic evidence
Depending on the case, we may offer a replacement, partial refund, or full refund.
6. Orders Not Received & Lost Packages
If your order has not arrived within the estimated delivery timeframe:
- Check the tracking information provided by email.
- Verify with your local carrier if delivery attempts were made.
- Contact us if the issue persists.
If tracking confirms delivery, additional verification may be required before a refund or replacement can be issued.
While delays caused by carriers, customs, or external events are outside our direct control, we will assist you in investigating and resolving the issue whenever possible.
7. Incorrect or Incomplete Address
Customers are responsible for providing accurate and complete shipping information.
If an order is returned or delayed due to:
- incorrect address
- incomplete details
- failure to collect the package
we may offer reshipment once the correct address is confirmed. Additional shipping fees may apply.
8. Order Cancellations
Design Shop
Orders can be canceled only before production begins. Once production has started, cancellations are no longer possible.
Pet Corner
Orders may be canceled and fully refunded before processing by fulfillment partners.
9. Refund Processing
Approved refunds are issued to the original payment method once the claim has been reviewed and confirmed.
Refunds are not issued for:
- buyer’s remorse
- incorrect size selection
- delays caused by carriers or customs
- orders already in production
10. Force Majeure
Akita Family Love is not liable for delays or delivery issues caused by events beyond reasonable control, including but not limited to:
- customs inspections
- natural events
- global or regional disruptions
- carrier service interruptions
This does not affect any mandatory consumer rights under applicable law.
11. Contact
For any questions related to returns or refunds, please contact:
Returns & Refunds – Frequently Asked Questions
Index
- Do you accept returns or exchanges
- What if my item arrives damaged or defective
- Can I exchange an item for a different size
- What if I entered the wrong shipping address
- My package is lost. What should I do
- Will I have to pay customs duties or import taxes
- What happens if my package is returned to sender
- Do regional shipping restrictions affect returns
- How long do refunds take
- How can I contact you
1. Do you accept returns or exchanges
Because all items are made to order, we do not accept returns or exchanges for incorrect size, change of mind, or personal preference. We recommend reviewing size charts and product details carefully before placing your order.
2. What if my item arrives damaged or defective
If your item arrives damaged, defective, misprinted, or incorrect, we’re here to assist you. Please contact us within 14 days of delivery at support@akitafamilylove.com and include the following details: 1. Your order number 2. A brief explanation of the issue 3. Clear photos of the item and its packaging. Once we’ve reviewed and verified the information, we’ll promptly arrange a replacement or refund at no extra cost.
3. Can I exchange an item for a different size
As each product is custom-printed exclusively for you, we are unable to provide exchanges for size, color, or design. To ensure the best fit, please consult the size charts available on each product page before placing your order.
4. What if I entered the wrong shipping address
If the shipping address provided at checkout is incorrect or incomplete, the carrier may return the package to the sender. We can reship the order once the correct address is provided. Additional shipping fees may apply.
5. My package is lost. What should I do
If your package appears lost: 1. Check the tracking link in your shipping confirmation email. 2. Contact the carrier if tracking shows a delivery attempt. 3. If the issue persists, email us at support@akitafamilylove.com We will assist you in investigating the situation.
6. Will I have to pay customs duties or import taxes
Typically, no. However, in rare cases customs duties or import taxes may be applied when a shipment crosses international borders or if there are changes to customs regulations. If any additional charges are requested upon delivery, please contact us with proof of payment so we can assist you. While most orders do not incur customs fees, if this does occur, we will take full responsibility and refund the associated costs
7. What happens if my package is returned to sender
If an order is returned due to an incorrect address, failure to claim the package, or refusal of delivery, we can reship the item once the reshipping fee is paid.
8. Do regional shipping restrictions affect returns
No. Some products in our Made in Italy Collection have limited shipping availability, but all items follow the same return and replacement rules outlined in our Return Policy
9. How long do refunds take
Refunds are provided exclusively for items that are damaged, defective, or sent in error. Once approved, the refund will be processed to your original payment method. Processing times may vary based on your bank or payment provider. On our end, we will complete the refund within 14 days.
10. How can I contact you
For any return‑related questions, please contact support@akitafamilylove.com .