Return and refund policy

1. Digital Products – All Sales Are Final

All products sold on Halo Tails are custom‑made digital products (AI‑generated portraits and videos). Because each product is created specifically for you based on the photos and customization details you provide, we do not offer refunds or exchanges once production has begun.

2. When Production Begins

Production begins when we have received:

  • All required photos (1–5 images, depending on the product)
  • All required customization details (pet name, gender, personal message, style selection, etc.)

Once production has started, we have incurred irreversible costs in processing your order. At this point, no cancellation, refund, or exchange is possible – even if the final product has not yet been delivered.

3. When a Refund May Be Issued

We will issue a full refund only in the following circumstances:

  • We fail to deliver your product within the stated timeframe (48 hours from photo submission)
  • The delivered product is significantly different from what was described or ordered (e.g., wrong style, wrong pet, completely unrecognizable result)
  • A technical error results in duplicate charges on your payment method

4. Customer Error – No Refund

We are unable to offer refunds for:

  • Blurry, low‑quality, or unsuitable photos provided by the customer. (If your photos are not suitable for AI processing, we will contact you and request better images. If we do not hear back within 7 days, we may cancel the order and issue a refund minus a processing fee.)
  • Incorrect customization details provided by the customer (e.g., wrong pet name, wrong style selection, misspelled personal message)
  • Change of mind after production has begun
  • Failure to read the product description or customization instructions before purchasing

5. Revision Policy – We Want You to Love It

Your satisfaction matters to us. If you are not completely happy with the result, we offer one minor revision at no additional cost. This may include:

  • Adjusting color tones or brightness
  • Swapping one photo for another (if you provide a new image)
  • Correcting text or placement of your pet's name and personal message

To request a revision, please contact us at hello@halo-tails.com within 14 days of receiving your digital product.

6. Technical Issues

If your digital file is corrupted, cannot be opened, or does not match the format described, please contact us within 14 days of delivery. We will re‑send the file or, if we are unable to resolve the issue, issue a full refund.

7. How to Request a Refund or Revision

To request a refund, revision, or report a technical issue, please email us at:

hello@halo-tails.com

Please include:

  • Your order number
  • A clear description of the issue
  • Any relevant screenshots or attachments (for quality or technical issues)

We will review your request and respond within 5 business days.

8. Contact Us

Halo Tails
Email: hello@halo-tails.com

This Refund Policy is governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.