Wula Planet · Policy
Our Promise to You
Every piece we make carries the weight of a real bond. We don’t take that lightly — and neither does our approach to making things right.
Pet loss is not a transaction. The bond you had with your pet was real, and so is the grief. We built Wula Planet for people who feel that. If something about your order doesn’t feel right, please just reach out — we read every message personally, and we’ll figure out together what we can do.
We’ll Always Do Our Best for You
Below is our formal policy — but know that the policy is a floor, not a ceiling. We’ll always try to go beyond it when we can.
When We’ll Replace or Refund
Because every Wula Planet piece is made from scratch for your specific pet, we can’t resell or reuse returned items. Returns based on change of mind aren’t something we’re able to offer.
But if the problem is on our end, we will always make it right. Contact us within 30 days of delivery if any of these apply:
Damaged in shipping
Your piece arrived broken or damaged in transit. Send us clear photos and we’ll take care of it immediately.
Significantly different from what you approved
The item you received differs materially from the design you confirmed — wrong image, color, or text.
Lost in transit
Your order never arrived. We’ll track it down, and if confirmed lost, we’ll remake and reship at no cost.
Our first step is always a complimentary replacement — we want you to have the piece. If that’s not possible, we’ll help you request a refund through Amazon, returned to your original payment method.
Getting Help Is Simple
1
Email us
Send a message to support@wulaplanet.com with your order number and a brief description of what happened.
2
Include a photo
A clear photo of the issue helps us resolve things faster — damage, printing errors, anything that doesn’t look right.
3
We’ll respond within 24 hours
A real person will read your message and reply — Monday through Friday, 9am–6pm ET.
Contact window: 30 days from delivery · Response time: within 24 hours
Default resolution: complimentary remake · Refunds: processed by Amazon (timing per Amazon)
Default resolution: complimentary remake · Refunds: processed by Amazon (timing per Amazon)
A Few Things to Keep in Mind
Ordered without a preview? For AI portrait and memorial pieces, if you place your order on Amazon without confirming your design by email, the design is treated as approved — we’re not able to offer replacements or refunds for design preferences in that case. For custom pieces, please preview first.
Preview vs. finished product. Your design preview is a digital AI rendering. Because our pieces are handcrafted and printed, the final item may vary slightly in color tone and texture — this is a natural part of the process and not considered a defect.
Customer-submitted details. We can’t offer replacements or refunds for errors in names, dates, or other details you enter on Amazon — so please double-check before ordering.
Not sure if you qualify? Write us anyway. We’d rather talk it through than have you sit with an unhappy piece.
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Still have questions, or just not sure what to do? We’re here.
Mon–Fri · 9am–6pm ET · We respond within 24 hours