Refund policy
Return & Refund Policy
Last updated: 29 August 2026
1. Personalized Items
Every Tabby Studio item is made or created to your specifications. Where permitted by law, personalized or custom-made items are not eligible for change-of-mind returns or exchanges.
This policy does not affect any statutory rights or remedies that cannot legally be excluded.
2. Cancelling Before Design Begins
You may request to cancel your order before we begin custom design work.
Please email us as soon as possible with your order number. A cancellation request is not confirmed until we have replied to confirm the cancellation.
If custom design work has already begun, the order cannot normally be cancelled, where permitted by law.
3. Proof, Approval and Included Revision
We aim to send your design proof within 2 business days of purchase.
Once the proof has been sent, please approve it or request your one included revision within 24 hours. Production will begin only after the design has been approved.
If we do not receive your approval or revision request within 24 hours, your order may be delayed and the estimated production and dispatch dates will be extended accordingly. We are not responsible for delays caused by late proof approval.
One revision is included with your order. Additional revisions, use of a new source photograph, or significant changes to the original design request may require an additional fee and may extend the production timeline. Any additional charges or revised timelines will be confirmed with you before further work continues.
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or materially different from the approved design, please contact us within 7 days of delivery where possible.
Please include:
* your name;
* your order number;
* clear photographs of the item;
* photographs of the packaging and shipping label; and
* clear photographs showing the problem.
Please do not return the item unless we provide you with return instructions.
After reviewing your claim, we will normally create and ship a replacement at no additional cost.
If a replacement is impossible, disproportionate, unsuccessful, or another remedy is required under applicable law, we will provide the appropriate repair, refund, price reduction, or other remedy.
5. Lost Parcels
If your tracking information is materially overdue, has stopped updating for an unusual period, or indicates a delivery problem, please contact us.
We will investigate the shipment with the relevant carrier.
Where the carrier confirms that the parcel has been lost, we will normally remake and resend your item at no additional cost, or provide another remedy where required by applicable law.
6. Incorrect or Incomplete Addresses
Please make sure that your shipping address is complete and accurate before placing your order.
We are not responsible for delivery failure caused by an incorrect or incomplete address supplied at checkout, except to the extent required by applicable law.
If a parcel is returned to us because of an incorrect or incomplete address and it can be resent, you may be required to pay the additional shipping cost.
If you notice an error in your shipping address, please contact us immediately. We will try to update it where possible, but address changes cannot be guaranteed once an order has been dispatched.
7. Minor Variations and Approved Details
Because our products are individually made, reasonable minor variations may occur.
Minor differences in thread shade, fabric texture, stitch direction, embroidery placement, or colours as displayed on different screens are not considered defects.
Please carefully check all visible details in your design proof before approving it.
This does not apply where the finished item is materially inconsistent with the approved design, product description, or your statutory rights.
8. How to Contact Us
For cancellation requests, return or refund enquiries, damaged items, incorrect orders, or delivery issues, please contact:
Tabby Studio
Operated by Hong Kong Dui Dui International Trading Limited
Email: tabbystudio@outlook.com
Please include your name, order number, a description of the issue, and any relevant photographs or tracking screenshots.
We aim to respond within 2 business days.