Is this policy fair? (Why or why not?)

That’s really annoying

@Harlie I'm just praying they get my alteration requests right 😭

the only thing i can think that kinda makes sense is that if u don’t like ur plush u can either do the alteration or do the full refund but u have to chose between refund or alteration like u can’t have both (i know ur not asking for both but that’s the only thing i can think) idk why once u start the alteration process though that u couldn’t ask for additional alterations that seems weird but 🤷🏻‍♀️

I get not being able to have a refund after the alterations as like with most personalised items they can’t resell it so the company is at a loss. Which I agree if the product isn’t great quality/exactly what you asked for then it’s wrong but it is common. I do think you should be able to have as many alterations as needed but you need to pay for them after the first one.

@Annie That's my thing, I get choosing one or other but only getting one shot at alterations & no longer being eligible for ANY refunding is scary to me lol, because then I'll be completely stuck.

@Heather Yea I would gladly pay for additional alterations if it still arrives missing some of my alteration requests. Only getting one chance at alterations and also not being eligible for any refunding is making me a little nervous

I feel like a better policy might be to offer a small/partial refund if still not satisfied after alterations? Or to have unlimited alterations but you have to pay for them if you're not satisfied with the first free alteration? Idk I'm just uneasy about the idea that if I'm not satisfied with my product after it's been returned back to me that I'm just out of luck.

Aren’t they supposed to try to make like an exact copy? If they do it inadequately, why should you have to pay for it? I mean it’s pretty clear in the pictures that his feet are black and his nose is darker so it’s weird they missed it the first time but if they don’t fix it the second time you can’t even get a refund that’s shitty of them.

@Victoria~ I agree. This alteration is free but I would like an option to at least pay for additional alterations if for some reason it's returned back to me still missing some of my requests.

What if you got the refund and then sent a new request under a different email and name with different cat pictures 🤔 would that be a bad thing to do lol

@Victoria~ 🤣🤣!! I think you have to send it back before you receive the refund? And I am really happy with most of it, just a few small things aren't right that doesn't make it quite "Dexter" yet. I wonder if they would notice that tho! 😆

I’m just thinking like it’s not like your requests are unreasonable. You’re not asking for anything that isn’t fully visible in the pictures you sent. If it was like a secret birthmark they missed or something then yea it would make sense to charge you but it isn’t your mistake it was their mistake soooo

@Victoria~ This should all be free so far, I might have to pay a little for shipping?? Not sure yet lmao I've actually never returned something like this before but they sent me a label to send it back. It's just that if I receive it again in 8-12weeks, if it still doesn't meet everything I wanted fixed, then I'm screwed lol

Sorry I’m like offended for u I just feel it’s shitty of them to put the responsibility on you when you already did what they asked of you

Make a complaint with the better business bureau

@Victoria~ I feel that! I'm glad I looked at so many reviews and experiences before ordering, because I did see a woman not happy with her cat plush, it was also a tabby and just didn't look like her pet did, they wanted her to send a list of alteration requests and she was not an artistic person and couldn't think of what to even change to make it more like her cat so she opted for the full refund. I know everything that needs changed and even sent edited pictures showing exactly how it should be changed so I'm really hopeful that they'll be able to do them all and make it just as I was expecting, it is very close, but just not quite him. But I agree that those issues should've been right the first time! I sent a lot of pictures at multiple angles and they had my contact info if they needed to ask me anything regarding his appearance.

Yea tabbies are prob one of the hardest cat types to replicate theyre so beautiful tho

@Victoria~ So true! Lots of markings have to be just right to really get it to look like them. They did a very good job with his markings on mine besides the white on the chest

For such a special thing to some people I think they need to set a better practice for alterations. Of course some people may abuse this and at the end of the day it is their time and labor so idk what a better practice would look like to be honest. They’re a company and need to make money then again you spent 300 dollars I want that to be perfect because I don’t spend 300 on anything

@Jodi Completely agree, I also feel a duty to make sure it's as perfect as it can get and that I'm really satisfied with it because I received a couple donations & did several art commissions following his passing to help pay for the costs. So it's not just my money, it's also the money directly from friends, family, and my art clients who wanted to support this purchase to memorialize him.

For a $300 stuffed animal you should be able to send it back as many times as needed until they get it right 😳

@Candise That's what I'm saying lol! Or at least let me pay a fee for additional alterations but there are no more options after I receive it back again

They probably made their policy that way because they got burned by people sending their items back and wasting time and materials and then trying to get a full refund. I think if you really have an issue after the first set of alterations you should contact them and see about paying for more alterations to be done. But I think the policy for one round of free alterations for something that is handmade and customized is fair.

@Jill You're probably right, & I agree that the one round of alterations should be free but additional ones should be payed for. That's a good idea, I'm hoping I'll be happy after the alterations but if I'm not I'll see if they'd accept extra payment.

The artist can set whatever reasonable terms they need to keep their business afloat, and I would consider this reasonable - They’ve already invested time and materials and need to be able to move onto other projects. However if they didn’t advertise that only one set of revisions will be allowed, they should definitely advertise that going forward

@Rebecca It's not one artist, I would be more understanding of the policy if that were the case as I'm also an artist who is just one person, but this is a fairly big company that hires several artists and assigns them to these orders. The policy on their website does state that you're no longer eligible for a refund after alterations but I didn't see where it said you also could not get any additional alterations after receiving your item back, that was something told to me in the email that I haven't found anywhere else yet

Can I see what this animal looks like

@Gabrielle I'll DM you a link to the original post where I put the pics in the comments!