Refund policy

Return and Refund Policy

At Soufamia, we take pride in creating unique, personalized keepsakes for you and your furry friends. Please read our return and cancellation policy carefully before placing an order.

1. Order Cancellation (24-Hour Window)

Because our products are highly customized and made-to-order, the production process begins very quickly.

You can cancel or modify your order for a full refund within 24 hours of placing it.
After 24 hours, the materials are already being processed and personalized with your pet's image, so we can no longer accept cancellations or modifications.

2. Return Policy (Custom Products)

Due to the personalized nature of our products, they cannot be resold to anyone else. Therefore, we do not accept returns, exchanges, or offer refunds for reasons other than manufacturer defects, damages, or errors on our part. (e.g., change of mind, providing a low-quality photo, or ordering the wrong size).

3. Damages and Issues (Quality Guarantee)

We stand behind the quality of our craftsmanship! If your item arrives damaged, defective, or if you receive the wrong item, we will happily replace it or issue a refund.

You must contact us within 7 days of the final package delivery date.
Please email us at support@soufamia.com with your order number and clear photos/videos showing the defect or damage.

4. Return Process & US Local Warehouse

Do not send your purchase back to the sender's address on the package without contacting us first. If your return request regarding a quality issue is approved by our support team, we will provide you with a Return Merchandise Authorization (RMA) and instructions.

We have a local warehouse in the United States to ensure a fast and hassle-free return process for our US customers.
Items sent back to us without first requesting a return via email will not be accepted.

5. Refunds

If a refund is approved due to a quality issue, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund (usually 3-7 business days).