Refund policy

RETURN AND REFUND POLICY

Effective Date: August 17, 2026

EYEVERSE creates original artistic concepts, custom digital artwork, and personalized product designs. Certain physical products and components may be produced or fulfilled by carefully selected independent third-party suppliers according to the customer’s selected order specifications.

EYEVERSE remains the customer’s primary point of contact for order questions, approved cancellations, claims, replacements, and refunds covered by this Policy.

CUSTOM AND PERSONALIZED ORDERS

Because each EYEVERSE order is created or personalized specifically for the customer, customized and made-to-order items become final sale once personalized work begins.

Personalized work begins when EYEVERSE or an authorized provider starts any of the following:

  • Reviewing submitted photographs for suitability.

  • Providing personalized photography assistance or a private guidance session.

  • Creating, editing, or preparing personalized artwork.

  • Adding names, dates, hieroglyphics, or other personal details.

  • Preparing a digital proof.

  • Preparing or producing the customized product.

  • Sending the customized order or production files to a production or fulfillment provider.

After personalized work begins, the order cannot be canceled, returned, exchanged, or refunded because of:

  • A change of mind.

  • Personal preference.

  • Reasonable artistic or product variations.

  • Incorrect information provided or approved by the customer.

  • Failure to follow the photography, personalization, approval, or submission instructions.

This does not affect the customer’s rights regarding products that arrive damaged, defective, incorrect, incomplete, or materially different from the approved order.

Nothing in this Policy limits any rights or remedies that cannot be waived under applicable law.

ORDER CANCELLATIONS

A customer may request cancellation before personalized work or order preparation begins.

To request cancellation, email eyeverse.art@gmail.com immediately and include the customer’s full name, email address, and Shopify order number.

A cancellation is not approved until EYEVERSE confirms it in writing.

If cancellation is approved before personalized work begins, the eligible payment will be returned to the original payment method.

Once personalized work, production, preparation, or supplier fulfillment begins, the order is no longer eligible for cancellation because of a change of mind or personal preference.

If EYEVERSE cannot ship an order within the stated or legally applicable timeframe, we will notify the customer and provide the option to accept the delay or cancel the unshipped order for a full refund, as required by applicable law.

CUSTOMER INFORMATION AND PHOTOGRAPHS

Customers are responsible for providing complete and accurate:

  • Names and dates.

  • Email, contact, billing, and shipping information.

  • Product, artwork, accessory, style, and size selections.

  • Clear and suitable photographs that meet EYEVERSE’s instructions.

  • Personalization details.

  • Proof corrections and approvals, when requested.

EYEVERSE is not responsible for errors appearing in the completed product when those errors result directly from incorrect information, selections, photographs, spelling, dates, or details submitted or approved by the customer.

This limitation does not apply when the error was caused by EYEVERSE or when the completed product does not reasonably match the customer’s approved information or proof.

If a submitted photograph is unclear, unsuitable, incomplete, or does not meet the required photography instructions, EYEVERSE may request additional photographs or a retake.

Production and estimated completion timelines may pause until acceptable photographs, approvals, selections, and all required information are received.

CUSTOMER APPROVAL OF DIGITAL PROOFS

When EYEVERSE provides a digital proof, the customer must carefully review:

  • Names and spelling.

  • Dates.

  • Layout and positioning.

  • Personalization details.

  • Artwork selection.

  • Product options.

  • Requested corrections.

Production may begin after the customer approves the proof.

EYEVERSE is not responsible for customer-submitted or customer-approved errors that appear exactly as approved in the final proof.

If the completed product materially differs from the customer’s approved proof because of an EYEVERSE or production error, the customer should contact us under the damaged or incorrect items section below.

ARTISTIC AND PRODUCT VARIATIONS

EYEVERSE provides an artistic and personalized service. The appearance of the final artwork or physical product may vary slightly because of:

  • Photography lighting.

  • Camera quality and focus.

  • Natural differences in the customer’s or pet’s iris.

  • Screen and display settings.

  • Printing and production processes.

  • Product materials.

  • Supplier production methods.

  • Hand-finished or customized elements.

Minor and reasonable differences in color, brightness, texture, placement, finish, dimensions, or appearance are not considered defects when the product remains materially consistent with the description, selected design, and approved personalization.

This section does not apply to products that are damaged, defective, incorrect, incomplete, or materially different from the approved order.

DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please inspect the order promptly after delivery.

Please report any damaged, defective, incorrect, incomplete, or missing item within 7 calendar days of confirmed delivery so that EYEVERSE can investigate the issue promptly.

This reporting period does not limit any non-waivable rights available under applicable law.

Email eyeverse.art@gmail.com and include:

  • The customer’s full name.

  • The Shopify order number.

  • A clear description of the problem.

  • Clear photographs of the affected product.

  • Photographs of the shipping package and shipping label.

  • Photographs showing any missing or incorrect components.

  • An unboxing video, if available.

An unboxing video is helpful but is not required if other reasonable evidence is available.

Keep the affected item, all included components, and the original packaging until the claim has been reviewed. Do not return or discard anything unless EYEVERSE provides written instructions.

EYEVERSE may request additional reasonable information needed to verify the claim with the customer, shipping carrier, production provider, or fulfillment provider.

If the claim is approved, EYEVERSE will provide an appropriate remedy, which may include repair, correction, reproduction, replacement, or a refund for the affected item, as appropriate and as required by applicable law.

An approved correction, reproduction, or replacement resulting from an EYEVERSE error will be provided at no additional cost to the customer.

DIGITAL ARTWORK AND DOWNLOADABLE FILES

Personalized digital artwork and downloadable files cannot be returned or refunded after delivery because they are created specifically for the customer.

If the customer receives:

  • The wrong digital file.

  • A corrupted or inaccessible file.

  • Incorrect personalization caused by EYEVERSE.

  • A file that materially differs from the approved proof.

The customer should contact eyeverse.art@gmail.com so that EYEVERSE can investigate and correct the confirmed issue.

Digital artwork is not refundable because of a change of mind, personal preference, reasonable color differences between screens, or incorrect information submitted or approved by the customer.

PROMOTIONAL GIFTS

Promotional gifts may be offered under separate eligibility requirements, availability limits, and promotional terms published by EYEVERSE.

Unless otherwise stated:

  • Promotional gifts have no cash value.

  • Promotional gifts cannot be exchanged for cash or store credit.

  • Promotional gifts are not included when calculating the amount paid for an order.

  • Receiving a promotional gift does not make the original customized order eligible for cancellation or refund.

  • Promotional gifts cannot be exchanged because of personal preference.

  • One promotional gift may be limited to each qualifying order.

If a promotional gift arrives damaged or defective, contact EYEVERSE within 7 calendar days of delivery and provide reasonable photographic evidence.

A damaged promotional gift may be replaced with the same or a comparable promotional item when replacement inventory is available. No cash alternative will be provided unless required by applicable law.

The eligibility requirements for any specific promotion must be stated separately from this Return and Refund Policy.

REFUNDS

Approved refunds will be returned to the original payment method used for the purchase.

EYEVERSE will initiate an approved refund within 7 business days after the refund is authorized or, when a returned item is required, after the authorized return is received and inspected.

Shopify, the customer’s bank, card issuer, or payment provider may require additional processing time before the refund appears in the customer’s account.

When only part of an order is affected, EYEVERSE may refund only the affected product, component, or applicable portion of the order unless the entire order is legally eligible for cancellation or refund.

Original or upgraded shipping charges are non-refundable unless:

  • The entire merchandise order cannot be shipped.

  • The item was damaged, defective, or incorrect.

  • The problem was caused by EYEVERSE.

  • A refund of shipping charges is required by applicable law.

Refunds will not be issued as store credit or a gift card when applicable law requires the refund to be returned to the original payment method.

RETURN AUTHORIZATION

Do not return any product without written authorization and return instructions from EYEVERSE.

If a return is approved, EYEVERSE will provide:

  • The designated return address.

  • Packaging instructions, when necessary.

  • The return deadline.

  • Any authorized shipping-label instructions.

Products sent without prior written return authorization may not be accepted or processed.

Do not send products to any address shown on a shipping label, invoice, website, payment statement, or business listing unless EYEVERSE confirms that address in the written return instructions.

RETURN SHIPPING

If a return is approved because the item is damaged, defective, incorrect, materially different from the approved order, or affected by an EYEVERSE error, EYEVERSE will provide instructions and cover the authorized return-shipping cost when a physical return is required.

If EYEVERSE voluntarily accepts a return as an exception for a reason not caused by EYEVERSE, the customer may be responsible for the authorized return-shipping cost unless EYEVERSE agrees otherwise or applicable law requires otherwise.

EYEVERSE is not responsible for items returned using an unauthorized address, unauthorized shipping method, or without the required return authorization.

INCORRECT, INCOMPLETE, OR UNDELIVERABLE ADDRESSES

Customers must verify their complete shipping address before submitting an order.

Contact EYEVERSE immediately if an address correction is needed. Address changes are not guaranteed after production or fulfillment begins.

If a package is returned because of an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to claim the package, the personalized order generally remains non-refundable.

The customer may be responsible for reasonable reshipping costs unless the delivery problem was caused by EYEVERSE, the production provider, the fulfillment provider, or the shipping carrier.

LOST OR MISDELIVERED PACKAGES

If tracking information shows that a package is delayed, lost in transit, or delivered but cannot be located, contact eyeverse.art@gmail.com promptly.

EYEVERSE may require the customer to:

  • Confirm the shipping address.

  • Check the delivery area and household.

  • Contact the shipping carrier.

  • Complete reasonable carrier documentation.

  • Allow reasonable time for a carrier investigation.

EYEVERSE will review the circumstances and provide any remedy required by the shipping carrier’s determination, applicable insurance, this Policy, or applicable law.

FRAUDULENT OR ABUSIVE CLAIMS

EYEVERSE may deny a claim that is reasonably determined to contain false, altered, misleading, inconsistent, or fraudulent information or evidence.

EYEVERSE may also refuse future orders or restrict service where legally permitted in cases of confirmed fraud, payment abuse, repeated unauthorized chargebacks, threats, or misuse of the Services.

This section does not limit a customer’s lawful right to dispute a transaction or exercise any non-waivable consumer right.

CONTACT EYEVERSE

For questions about cancellations, returns, damaged items, incorrect orders, promotional gifts, or refunds, contact:

EYEVERSE Customer Support
Email: eyeverse.art@gmail.com

Please include the customer’s full name, email address, and Shopify order number.

EYEVERSE will respond as soon as reasonably possible during normal business days.