Returns & Refund Policy
Every piece is made to order with your pet's photo and text, so personalized items can't be resold. Here's exactly what is and isn't covered.
What we always put right
Contact us within 30 days of delivery and we'll remake or refund if:
- Your order arrives damaged in transit
- The piece is misprinted, misaligned or defective
- What arrived differs materially from the proof you approved
- We made an error in the personalization you submitted
What isn't returnable
Change of mind on a personalized piece, and errors in details you supplied and approved — such as a misspelled name — aren't returnable, because the item can't be resold. Where a proof was sent, the approved proof is what we produce.
Gift cards are non-refundable.
How to start a return
Email us with your order number and a photo of the issue. Most claims are resolved within two business days, and we'll usually ask you to keep the original piece rather than ship it back.
Refund timing
Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank.
Cancellations
Orders can be cancelled free of charge until production begins. Once a personalized item is in production it can't be cancelled.
This policy will be finalized with the business's registered entity details before launch.