Shipping Return
Company: STARWAY TECH AND TRADING (HK) LIMITED
Registered Address: ROOM B33, 4/F., PARK FOOK INDUSTRIAL BUILDING, 615‑617 TAI NAN WEST STREET, CHEUNG SHA WAN, HONG KONG
Phone: +852 6944 7843 Email: starwaymall@hotmail.com Website: https://www.funpetmall.com
At FunPetMall, every personalized pet keepsake is custom‑made using your photos and approved design. Because each item is created specifically for you, we do not accept returns or refunds simply because you change your mind or no longer want the item.
However, if there is a problem caused by us or your item arrives damaged, we will make it right.
1. Custom‑Made Products
All FunPetMall personalized products are made specifically according to the customer’s photos, customization requests, and approved design preview.
Once you approve the final design and production has started, the order cannot be cancelled or returned because of: ‑ Change of mind ‑ Personal preference ‑ No longer wanting the product ‑ Dissatisfaction with a design that was approved before production ‑ Minor differences in color, texture, size, or appearance that may occur due to materials, manufacturing processes, or screen settings
Before production begins, customers have the opportunity to review and approve their design preview. We strongly recommend carefully checking the preview before giving final approval.
2. If Your Item Arrives Damaged or Has a Quality Problem
If your order arrives damaged, has a manufacturing defect, or is materially different from the design you approved because of our error, please contact us within 7 days of delivery.
Please email us at: starwaymall@hotmail.com
Include: ‑ Your order number ‑ A clear description of the problem ‑ Clear photos or a short video showing the issue ‑ Photos of the packaging if the item was damaged during shipping
This information helps us review the issue and arrange a solution as quickly as possible.
3. What We Will Do
If the problem is confirmed to have been caused by a manufacturing error, production error, or damage during delivery, FunPetMall will provide a free replacement or remake at our discretion.
The replacement or remake will be provided at no additional product or shipping cost to you.
You will not be responsible for return shipping costs for an item that is defective, damaged, or incorrectly produced by us.
Depending on the nature of the issue, we may ask you to return the original item or provide additional photos/videos. If a return is required, we will provide instructions after reviewing your claim.
4. Replacement vs. Refund
Our standard remedy for a confirmed manufacturing error, production error, or shipping damage is a free replacement or remake.
Because our products are personalized and made specifically for each customer, we generally do not issue refunds when a replacement or remake can reasonably resolve the problem.
If a replacement or remake is not reasonably possible, FunPetMall may provide a refund or another appropriate solution.
Any refund, when approved, will be issued to the original payment method.
5. Important Time Limit
For damaged, defective, or incorrectly produced personalized products, you must contact us within 7 days after delivery.
The 7‑day period applies to reporting a product problem. It does not mean that you have a general 7‑day or 30‑day right to return a personalized product simply because you changed your mind.
Please inspect your package and product as soon as possible after delivery.
6. Products That Match the Approved Design
Because personalized products are created from customer‑provided photos and approved previews, minor differences in color, texture, proportions, or appearance may occur during the physical manufacturing process.
These normal variations do not qualify as defects or grounds for a refund or replacement.
If the finished product is materially different from the approved design because of an error on our part, please contact us within 7 days of delivery and we will review the issue.
7. Customer‑Provided Photos and Information
Customers are responsible for providing accurate photos, customization information, text, names, dates, and other details before production.
If an item is produced according to the information or design approved by the customer, we are not responsible for errors caused by incorrect information provided by the customer.
If you notice an error in your personalization details before production begins, please contact us as soon as possible.
8. Order Changes and Cancellations
Before production begins, please contact us as soon as possible if you need to correct your personalization information or make a change.
Once the final design has been approved and production has started, changes or cancellations may no longer be possible because the product is being custom‑made specifically for you.
9. Contact Us
If you have a problem with your order, please contact us at:
STARWAY TECH AND TRADING (HK) LIMITED
Email: starwaymall@hotmail.com Phone: +852 6944 7843
Please include your order number and relevant photos or videos so that our team can review your request promptly.
We want every FunPetMall customer to receive a keepsake they can be happy with, and we will do our best to resolve legitimate production and delivery problems fairly and efficiently.