MyDianlo Craftsmanship Promise

Refund, Design Guarantee & Lifetime Repair Policy

Creating a custom plush inspired by your pet is deeply personal, and we want this experience to feel thoughtful, transparent, and worry-free.

Because each MyDianlo companion is handmade and made specifically for you, our policies are designed to protect both the care that goes into making each piece and your confidence when ordering.

1. Custom Orders & Refund Policy

Standard Custom Orders

Because every MyDianlo plush is personalized and made-to-order, all standard custom orders are non-refundable and non-returnable once production begins.

As a custom product, each plush is made specifically for one customer and cannot be resold, which is why returns are generally not accepted.

Please review your order carefully before purchasing.

Sneak Peek + Design Guarantee (Optional Upgrade)

For customers who choose our Sneak Peek + Design Guarantee during checkout, we offer additional protection.

This service allows you to:

• Review photos of your plush before shipment

• Request up to two (2) rounds of design adjustments

• Approve the final design before it ships

If you decide not to proceed before approving the design:

You may request a refund for your order.

Refund includes:

✔ Product price
✔ Original shipping fee (if applicable)

Refund does not include:

✦ Sneak Peek + Design Guarantee service fee
(The service fee covers design consultation, review, and revision work already performed, and is non-refundable.)

Design Approval

Once you approve your Sneak Peek photos (or do not respond within 72 hours, which constitutes approval), your plush moves into final fulfillment.

At that stage, the order becomes final sale and is no longer eligible for refund.

2. Lifetime Repair Promise

We stand behind our craftsmanship and offer lifetime repair support for every MyDianlo plush.

Whether the issue is caused by a workmanship defect or normal wear over time, we will help repair your companion.

If the issue is caused by our workmanship or error

Examples may include:

• Sewing defects

• Structural faults

• Material or construction issues caused during production

In these cases, we will, at our discretion:

(a)Repair your plush and (b) Cover return shipping back to you after repair
Or (c) Replace the plush if repair is not possible

If the issue is caused by normal wear and tear

Examples may include:

• Fabric aging or fading

• Loose seams from long-term use

• General wear from handling, travel, or hugging

We are still happy to repair it under our Lifetime Repair Promise.

Customer is responsible for shipping costs both ways.

Note:
Wear and tear is damage that naturally and inevitably occurs as a result of normal use. Some parts will wear out with use and fabrics will deteriorate and fade over time. And while we choose the best materials available for the application, all materials degrade over time with use and exposure to the elements. Like any keepsake, we recommend keeping your custom plush out of direct sunlight and other natural elements that could degrade the materials.

It is our experience that a product that fails prematurely due to a manufacturing defect in materials or workmanship will generally do so very early in the product's life cycle, often the first or second time the product is examined and handled. When returned for inspection, these products are generally found to still be in like-new or very good condition and show very little signs of use. It is uncommon for a product that was manufactured with a defect, to survive under normal use for any extended period of time. The most common demand for service is the result of normal wear and tear issues, which are not considered to be a defect in materials or workmanship. MyDianlo has sole discretion to determine the manufacturer's defects in materials or workmanship.