Refund policy
Refund Policy
Last updated: September 20, 2026
At ODD ONE, many of our products are created specifically for each customer and may include personalized artwork based on uploaded pet photos, names, selected characters, or other customization choices.
Because custom products are made specifically for you, they are handled differently from non-custom products. This policy explains when returns, replacements, cancellations, and refunds may be available.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
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1. Custom and Personalized Products
A product is considered custom or personalized when it is created using information or content you provide, including:
Pet photos
Pet names
Generated or customized artwork
Character or concept selections
Personalized text
Other customer-selected customization details
Custom and personalized products generally cannot be returned or exchanged because they are produced specifically for your order.
We do not generally accept returns, exchanges, or refunds for custom products due to:
Change of mind
Personal preference
Choosing the wrong size
Choosing the wrong product option, color, or style
Entering incorrect personalization information
Minor differences between a digital preview and the finished printed product
Normal differences caused by screens, printing methods, materials, or production processes
This does not apply when an item is damaged, defective, misprinted, incorrect, or otherwise qualifies for a remedy under applicable law.
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2. Non-Custom Products
Products that do not contain customer-specific personalization may be treated differently from custom products.
If you would like to return a non-custom product, please contact us within 30 days of delivery before sending anything back.
To be eligible for a return, the item should generally be:
Unused
Unworn
Unwashed
In its original condition
Returned with any original packaging where reasonably possible
Return eligibility may vary depending on the product, the reason for the return, and applicable consumer protection laws.
Please do not return any item without contacting us first.
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3. Custom Artwork and Digital Preview
ODD ONE creates illustrated artwork by reinterpreting the recognizable features of your pet rather than reproducing the uploaded photograph exactly.
The final illustration may intentionally differ from the original photo in areas such as:
Illustration style
Proportions
Colors
Expression
Clothing
Character design
Background
Creative details
These artistic differences are part of the customization process and are not considered defects by themselves.
Before completing your purchase, you are responsible for reviewing your generated artwork, personalization details, product options, and size.
By completing your purchase, you confirm that you have reviewed and approved the customization shown in the final preview presented before checkout.
The physical product should reasonably reflect the approved artwork, subject to normal production and printing variations.
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4. Photo Quality and Customer-Provided Content
The quality of the generated artwork depends in part on the quality of the photo you provide.
For best results, uploaded pet photos should be:
Clear
Well lit
Front-facing or nearly front-facing
Free from heavy blur
Free from major obstructions
Detailed enough to show the pet's face, ears, markings, and other recognizable features
If the uploaded photo is unclear, heavily cropped, blurry, dark, obstructed, or otherwise difficult to interpret, the resulting artwork may contain fewer recognizable details.
Results affected by limitations in the original customer-provided photo are not automatically considered production defects.
If a technical generation error produces an obviously unusable result before checkout, you should regenerate or correct the artwork before completing your purchase.
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5. Damaged, Defective, Misprinted, or Incorrect Items
If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 30 days of delivery.
Please include:
Your order number
A description of the issue
Clear photos showing the problem
Photos of the packaging if the item was damaged during shipping
Examples of issues that may qualify for a replacement or refund include:
Receiving the wrong product
Receiving the wrong size or variant compared with the confirmed order
Incorrect personalization caused during production
Missing or incorrect printed text
Major parts of the approved artwork being unintentionally cropped
Significant printing defects
Severe print discoloration or abnormal color reproduction
Physical damage caused during production or shipping
A finished product that is materially different from the approved customization
If the issue is confirmed to result from production, printing, fulfillment, or shipping, we may provide an appropriate resolution, including:
A replacement
A reprint
A partial refund
A full refund
The appropriate resolution will depend on the circumstances.
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6. Normal Production Variations
Because screens and physical printing processes are different, small variations may occur between the digital preview and the finished product.
The following are generally considered normal production variations rather than defects:
Slight color differences
Small differences in print placement
Minor scaling or positioning differences
Differences caused by fabric, paper, canvas, or other materials
Differences caused by screen brightness or color calibration
Minor differences between generated artwork and its printed reproduction
If you believe the difference is substantial rather than a normal production variation, contact us with clear photos and we will review the issue.
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7. Order Changes and Cancellations
Orders may enter production shortly after checkout.
If you need to change:
Your customization
Product option
Size
Shipping address
Other order information
or if you want to cancel your order, contact us as soon as possible at dmdm.zhou@gmail.com.
If production has not started, we will do our best to assist you.
However, changes and cancellations cannot be guaranteed.
Once production has started, custom orders generally cannot be changed or canceled.
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8. Shipping and Delivery Issues
Once your order ships, tracking information will normally be provided.
If tracking has not updated for an extended period, please contact us so we can review the shipment.
If your package is marked as delivered but you cannot locate it, please first check:
Around your property
Your mailbox
Parcel lockers
Building reception or front desk
With household members
With neighbors
Please allow up to 2 business days after a package is marked as delivered, as carriers may occasionally update tracking before the final delivery is completed.
If your package still cannot be located after that period, contact us so we can review the situation with the relevant fulfillment or shipping provider.
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9. Incorrect or Incomplete Shipping Address
Customers are responsible for providing complete and accurate shipping information.
If you notice an incorrect address after placing your order, contact us as soon as possible.
We cannot guarantee that an address can be changed once an order has entered production or has been shipped.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, a free replacement or refund may not be available unless required by applicable law.
Additional shipping charges may apply if an order needs to be reproduced or reshipped.
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10. International Orders, Duties, and Refused Deliveries
International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges may be the responsibility of the recipient.
If an international shipment is refused, abandoned, or returned because customs charges were not paid, refund eligibility will depend on the circumstances, recoverable product value, shipping costs, and applicable law.
This section does not limit any statutory consumer rights that apply in your country or region.
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11. Returning an Item
Do not send an item back without contacting us first.
For an approved return, we will provide instructions explaining:
Whether the item needs to be returned
Where the item should be sent
Any additional information required
In some cases involving damaged, defective, or incorrectly produced items, we may not require the original product to be returned.
Items returned without prior authorization may not be eligible for reimbursement.
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12. Refunds
If a refund is approved, we will initiate it to the original payment method used for the order.
Approved refunds are generally initiated within 5 business days after the resolution has been confirmed.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to process and display the funds in your account.
These processing times vary by financial institution and are outside our control.
Where applicable, the amount refunded may depend on:
The reason for the refund
Whether the item is custom or non-custom
Shipping costs
Taxes
Duties
Applicable consumer protection laws
If the refund relates to a production, fulfillment, or shipping error for which we are responsible, we will determine the appropriate refund or replacement based on the circumstances.
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13. Refund and Replacement Abuse
We may decline a refund, replacement, or reshipment request where there is reasonable evidence of:
Fraud
Intentional product damage
Altered or misleading photographs
Repeated misuse of the refund or replacement process
Claims that materially conflict with order, production, or shipping records
This does not limit any rights or remedies available to you under applicable law.
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14. Policy Updates
We may update this Refund Policy from time to time to reflect changes in our products, services, fulfillment processes, or legal requirements.
The version of this policy in effect at the time your order was placed will generally apply to that order, except where applicable law requires otherwise.
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15. Contact Us
For questions about returns, refunds, replacements, damaged items, delivery issues, order changes, or cancellations, please contact:
ODD ONE
Email: dmdm.zhou@gmail.com
When contacting us about an existing order, please include your order number and any relevant photos so we can review the issue efficiently.