A Handmade Tribute to Your Beloved Pet. Your forever friend, lovingly recreated in wool.

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AboutUs

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BEHIND THE SCENE

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MEET THE TEAM

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Annie.L

MANAGING DIRECTOR

Monica.B

ART DIRECTOR

Tracy. Ng

FASHION DESIGNER

Welcome to FeltedMate. These Terms of Service govern your use of our website and services. By accessing or purchasing from our site, you agree to be bound by the following terms and conditions. 1. Overview This website is operated by FeltedMate. Throughout the site, the terms “we,” “us,” and “our” refer to FeltedMate. By visiting our site and/or purchasing something from us, you agree to be bound by these Terms of Service and our Privacy Policy. 2. Eligibility and Use By using this site, you confirm that you are at least the age of majority in your state or province of residence. You may not use our products or services for any illegal or unauthorized purpose. We reserve the right to refuse service to anyone at our sole discretion. 3. Product Information & Custom Work Disclaimer We do our best to provide accurate descriptions and reference images. However, due to the handmade nature of our wool felt portraits, the final result may vary from reference photos in shape, expression, or detail. These variations are not considered defects. By placing an order, you agree to accept reasonable artistic variation in the final product. 4. Pricing and Availability All prices are subject to change without notice. We reserve the right to discontinue any product at any time. We also reserve the right to limit the quantities of any products or services that we offer. 5. Order Accuracy and Cancellations Please ensure your contact details (email, Instagram, WhatsApp, etc.) are accurate and reachable. After you place an order, our team will reach out to you within 24 hours to request your pet's reference materials. The cancellation window begins once we contact you and receive a reply. Please keep in touch to ensure smooth production. Within 24 hours of our first contact: Full refund available. Within 24–48 hours of first contact: 50% refund available. After 48 hours, or if no response is received: No refund, production is considered started. To request a cancellation, please email us at support@feltedmate.com with your order number. We will use the timestamp of our first successful communication and your reply as the cancellation eligibility basis. 6. Returns and Refunds As stated in our Refund Policy, we do not accept returns based on customer preferences or subjective dissatisfaction. Refunds or remakes will only be offered in cases of production error or shipping damage. 7. Intellectual Property All content on this site—including logos, product photos, illustrations, text, and layouts—is the property of FeltedMate or its licensors and is protected under copyright and trademark law. Unauthorized use, reproduction, or redistribution is strictly prohibited. 8. User Comments and Submissions If you send us creative ideas, suggestions, photos, or testimonials, you agree that we may edit, copy, publish, or distribute them without obligation to compensate you. 9. Third-party Services We may use third-party providers to host services or payment processing. We are not liable for the content or conduct of any third-party websites linked from our site. 10. Account and Security (if applicable) If our website allows account creation or image submission, you are responsible for maintaining the confidentiality of your account and password. You agree to notify us immediately of any unauthorized use. 11. Prohibited Uses You are prohibited from using the site or its content: For any unlawful purpose To solicit others to perform unlawful acts To violate any laws or regulations To infringe upon our intellectual property or the rights of others 12. Disclaimer of Warranties We do not guarantee that your use of the service will be uninterrupted, secure, or error-free. All products and services are provided "as is" and "as available" without warranties of any kind. 13. Limitation of Liability To the maximum extent permitted by law, FeltedMate shall not be liable for any indirect, incidental, punitive, or consequential damages arising from your use of the site or products. 14. Indemnification You agree to indemnify and hold harmless FeltedMate, its affiliates, and employees from any claims arising out of your breach of these Terms or your violation of any law or third-party rights. 15. Governing Law These Terms are governed by and construed in accordance with the laws of the jurisdiction in which FeltedMate is legally registered, without regard to its conflict of law provisions. 16. Changes to Terms We reserve the right to update or change these Terms of Service at any time. Your continued use of the site constitutes acceptance of those changes. 17. Contact Information If you have any questions about these Terms, please contact us at: service@feltedmate.com

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