Refund Policy

                            

Last updated: July 3,  2026

Cancellations & Modifications

We offer a 12-hour grace period for any cancellation or order modification requests. Because each of our individual pieces is fully hand-sculpted and personalized for your beloved pet, we cannot accommodate any cancellation, change, or modification requests once 12 hours have passed from the time your order was placed, as the artisanal crafting process will have already begun. To request a cancellation within this 12-hour window, please contact us promptly at support@stellanceshop.com.

Custom Creations & Return Eligibility

Due to the fully customized, made-to-order nature of our handcrafted bespoke products, all sales are final. We do not accept returns, exchanges, or issue refunds for non-quality issues or changes of mind (such as styling preferences or subjective aesthetics).

In the extremely rare event that any standard, non-customized item is explicitly approved for a return by our team, it must be returned within 30 days in its original, unused condition with proof of purchase.

Damages and Quality Issues

Your peace of mind is our absolute priority. Please inspect your order immediately upon reception. If you find that the item is defective, structurally damaged during transit, or if you received an incorrect item, please contact us within 48 hours of receiving your package at support@stellanceshop.com with clear photos of the issue and the packaging.

We will evaluate the situation immediately. For any verified transit damage or craftsmanship defects, Stellance will fully cover the cost to hand-sculpt, recreate, and ship a brand-new replacement to you free of charge. You will not be required to ship the broken pieces back to us.

European Union Right of Withdrawal (Exemption)

Please note that under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal (the standard 14-day cooling-off period) does not apply to the supply of goods made to the consumer's specifications or clearly personalized. Since our handcrafted creations are uniquely tailored to your individual pet, the EU 14-day unconditional return right does not apply to custom orders placed at Stellance.

Refunds

If a refund is officially approved by our team, you will be automatically refunded on your original payment method within 10 business days. Please keep in mind that it can take additional processing time for your bank or credit card company to post the transaction.

If more than 15 business days have passed since our approval and you have not received the funds, please contact us at support@stellanceshop.com. We will verify the status and resolve the issue for you immediately.