BESPOKE GUARANTEE & WARRANTY

Refund & Warranty Policy

Crafted uniquely for your companion. Protected by our private video preview approval before shipment and a 30-day hardware defect warranty.

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Our Customization Standard & Hardware Protection Because each EverPaw™ device is individually modeled, animated, and personalized for your pet, non-defective custom orders are final once video approval is granted. All physical hardware is fully protected against manufacturing defects, electronic malfunctions, and transit damage.

1. Bespoke Custom Orders & Non-Refundable Policy

Every EverPaw™ holographic keepsake involves extensive digital sculpting, custom frame assembly, and personalized hardware engraving tailored specifically to your companion:

  • Final Sale Upon Approval: Once you review and formally approve your private HD simulation video and hardware loading commences, we cannot accept voluntary returns, exchanges, or discretionary refunds.
  • No Resale Value: Because each unit holds personalized 3D animations and memorial data, it cannot be restocked, repurposed, or resold to another party.
  • Pre-Production Cancellation: Order cancellations or photo swap requests are only accepted within 12 hours of checkout, prior to our 3D animation artists beginning digital modeling.

2. Pre-Shipment Unlimited Revision Guarantee

To ensure you never receive a physical keepsake that doesn't feel true to heart, we eliminate risk before physical assembly takes place:

  • Within 4–7 business days of ordering, we email you a private HD simulation clip showcasing your pet’s holographic motions, eye details, and expressions.
  • Unlimited Free Revisions: You may request unlimited adjustments to posture, facial features, or fur markings until the render is 100% faithful to their genuine likeness.
  • No Surprise Dispatches: Your hardware is engraved, loaded, and shipped only after receiving your explicit written approval.

3. 30-Day Hardware Defect & Warranty Protection

While personalized digital assets are non-refundable, our physical hardware is backed by comprehensive quality safeguards:

  • Warranty Coverage: If your EverPaw™ device experiences internal display failures, power sensor defects, optical chamber distortion, or unresponsive touch/voice buttons within 30 days of delivery, you are entitled to a full free repair or hardware replacement.
  • Warranty Claim Process: Email support@trovse.com with your order number and a brief video documenting the hardware malfunction.
  • Zero Cost Resolution: Verified hardware defects will be resolved via a prepaid replacement unit shipped directly to your door at zero cost to you.
  • Exclusions: The warranty does not cover accidental liquid spills, drops from significant heights, third-party electrical overvoltage, or unauthorized disassembly.

4. Transit Damage & Courier Claims

Every EverPaw™ is packaged in custom-molded high-density foam inside a rigid keepsake box. In the rare event of rough transit handling:

  • Notify our team at support@trovse.com within 7 days of delivery with photos of the outer shipping box and damaged hardware.
  • Immediate Free Replacement: We will rush-build and dispatch a brand-new replacement unit with expedited tracking. You will never be asked to pay shipping fees for carrier damage.

5. Resolution & Replacement Timelines

Once a hardware issue or transit claim is confirmed by our care team, replacement devices are expedited through our technical studio within 2–3 business days and dispatched with priority tracking notifications sent to your email.