Return & Refund Policy
Thank you for choosing Roxycat. Each of our keepsakes is handmade to order, with care and attention to detail. Because of the personalized nature of our products, our return and refund policy is a little different from standard online stores.
1. Custom Handmade Products
- Non-refundable: Since each piece is made uniquely for you, we are unable to accept returns or offer refunds once production has started.
- Adjustments: To ensure you’re happy, we may share preview photos during the process. Small adjustments can be made upon request before the item is completed.
2. Standard (Non-custom) Products
For ready-to-ship items that are not customized:
- Returns are accepted within 14 days of delivery.
- Items must be unused, in original packaging, and in resellable condition.
- Return shipping costs are the customer’s responsibility, unless the item arrived damaged or incorrect.
3. Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect:
- Please contact us within 7 business days of delivery at support@roxycat.com.
- Provide clear photos of the item and packaging.
- We will work with you to provide a replacement or refund, depending on the situation.
4. Cancellations
- Orders can be canceled within 24 hours of purchase for a full refund.
- After 24 hours, if production has started, we cannot accept cancellations.
5. Refunds (if applicable)
Once approved, refunds will be processed back to your original payment method within 5–10 business days, depending on your bank or card provider.
6. Exchanges
We do not offer direct exchanges for custom pieces, as each item is made to order. If you’d like a different design, please place a new order.
Need Help?
If you have any concerns about your order, we’re here to help:
📧 Email: support@roxycat.com
⏰ Service Hours: Monday–Friday, 9:00 AM – 6:00 PM (UTC+8)
✨ We understand how meaningful these keepsakes are. That’s why we treat every issue with care, and we’ll always do our best to make things right.