Refund policy

Because Floopilo products are made especially for each customer, they cannot usually be returned, exchanged, or refunded for a change of mind, personal preference, or subjective dissatisfaction. This does not affect any rights that cannot be excluded under applicable law.

Floopilo is operated by Mithraq Cultural & Creative Co., Limited.

Order Changes and Cancellations

You may request an order change, photo change, or cancellation within 12 hours of purchase. Contact us as soon as possible at support@floopilo.com.

After this window, design work, curation, or production may have begun. Changes and cancellations are not guaranteed once work has started. Once production begins, a custom order cannot be cancelled or refunded unless required by applicable law or covered by an eligible issue below.

Design Preview and Review Window

For the Custom Pet Blanket, we normally send a design preview by email within 1–2 business days after purchase.

You have 18 hours from the time the preview email is sent to:

• approve the preview;
• raise a specific concern for our team to review; or
• provide a clearer replacement photo before production begins.

A concern is not a customer-directed redesign request. Floopilo does not offer unlimited revisions or customer control over the layout, placement, scale, or complete redesign of the artwork.

If we do not receive a response within 18 hours, the preview will be considered approved automatically and production may begin. Once a preview has been approved manually or automatically, issues based only on personal preference are not eligible for a free remake, replacement, return, or refund.

Eligible Product Issues

Please contact us within 7 days after delivery if your order:

• arrives damaged;
• has a clear manufacturing defect;
• contains a verified production error that does not match the approved design or order details; or
• is the wrong item.

Email support@floopilo.com with your order number, a description of the issue, clear photographs of the product and packaging, and video evidence if reasonably requested.

How We Resolve Eligible Issues

We review each claim using the order details, approved preview, photographs, packaging evidence, and other relevant information. If the issue is verified, Floopilo will provide an appropriate remedy based on the circumstances. This may be a free remake, a free replacement, or a refund.

You do not need to return an item unless we specifically ask you to do so. If we require the return of a verified damaged, defective, incorrect, or misproduced item, Floopilo will provide return instructions and cover the approved return shipping cost.

Approved refunds are issued to the original payment method within 5 business days after approval. Your bank or payment provider may need additional time to post the funds to your account.

Variations That Are Not Defects

Reasonable differences may occur between a digital preview and a physical printed product, including minor variations in color, texture, positioning, scale, or appearance caused by screens, materials, printing, and manufacturing. These normal production variations are not defects when the finished item is materially consistent with the approved preview and order details.

Results also depend on the quality, lighting, resolution, angle, and visible details in the photo supplied by the customer. Floopilo does not reconstruct, invent, or replace visual information that is not visible in the original image.

Make It Right

Make It Right has one specific purpose: it may offer a one-time discounted remake when an item was made correctly according to the approved preview, but the customer remains dissatisfied for a subjective reason.

Make It Right is discretionary. It is not a refund, a free replacement, an unlimited revision service, or a right to a different product. Verified damage, defects, production errors, and wrong items are handled separately under the eligible product issue process above.

Magic Touch

Floopilo Magic Touch is a paid, personalized gift-experience upgrade. The blanket preview covers the blanket design only. Curated gift selections and gift presentation are not included in the design preview and are selected by Floopilo using the customer’s answers, suitability, and available inventory.

The customer purchases the complete curated experience, not a guaranteed specific additional item, brand, color, or style. After curation, design work, or fulfillment has begun, the Magic Touch fee is not refundable because of personal preference. If the Magic Touch portion is missing, damaged, incorrectly fulfilled, or cannot be provided by Floopilo, we will review the circumstances and provide an appropriate replacement, re-fulfillment, or refund of the Magic Touch fee.

Shipping Problems

Lost packages, delivery scans, address problems, customs issues, refusals, and unclaimed shipments are handled under our Shipping Policy. A Delivered scan does not create an automatic refund or an automatic denial; the outcome depends on the available evidence, carrier investigation, and responsibility for the delivery issue.

Contact

Email: support@floopilo.com

Operating brand: Floopilo
Business operator: Mithraq Cultural & Creative Co., Limited