Returns & Quality Guarantee
Last Updated: August 16, 2026
Personalized Items
Each 12 LORIEL portrait collar tag is made specifically for you using the pet photo and personalization information you provide.
Because personalized products cannot be resold, we do not accept returns or exchanges for change of mind, personal preference, or accidental ordering.
This policy does not affect your rights under applicable consumer-protection laws.
30-Day Quality Guarantee
If your order arrives with a quality defect, production error, or shipping damage, contact us within 30 days of the delivery date.
Eligible issues include:
*The product arrives damaged.
*You receive the wrong product or color.
*The engraving or personalization does not match the information submitted with your order.
*The product has a clear material or workmanship defect when received.
For an eligible claim, we will provide one free remake or replacement, including standard shipping. You do not need to return the original product unless our support team specifically requests it.
If a return is required to assess a confirmed quality issue, 12 LORIEL will cover the authorized return shipping cost.
If we cannot reasonably provide a remake or replacement, we will issue a refund to the original payment method.
Issues Not Covered
Our Quality Guarantee does not cover:
*Change of mind or personal preference.
*Incorrect names, phone numbers, photos, or other information submitted by the customer.
*Minor differences in color caused by screen settings, lighting, photography, or the individually hand-drawn nature of the portrait.
*Normal wear and tear or damage caused after delivery.
*Damage caused by misuse, improper care, pets chewing the product, or using the product outside its intended purpose.
*Loss of the collar tag after delivery.
How to Submit a Claim
Contact support@12loriel.com within 30 days of delivery and include:
*Your order number.
*A description of the issue.
*Clear photographs or a short video showing the issue.
*For shipping damage, photographs of the product, shipping packaging, and shipping label.
Please do not return any product without contacting us first. Unauthorized returns may not be accepted.
Order Cancellation
You may request a full cancellation before work on your custom portrait has begun.
Because production may begin shortly after we receive your pet photo and personalization details, contact us as soon as possible if you need to cancel your order.
Once portrait creation or production has begun, the order can no longer be canceled for change of mind. This does not affect your rights if we fail to dispatch the order within the promised timeframe or where cancellation is otherwise required by applicable law.
Contact Us
For quality-guarantee or order-related questions, contact: