Refund Policy

1. Custom-Made Products

All products sold on this website are custom-made and personalised specifically for each customer. As such, change-of-mind returns, exchanges, or cancellations are not accepted, except where the product has a major fault (see Section 4 below).

Full payment is required at checkout. By placing an order, you agree to these terms.

2. Customer-Provided Errors

You are responsible for the accuracy of all information you provide, including but not limited to: pet photos, names, dates, colours, sizes, and personalisation text.

We do not offer refunds or remakes for errors caused by incorrect information provided by you.

If you are unsure about your order details, please contact us before placing your order.

3. Design Proof Approval

We will send you a digital design proof for approval before production begins.

· You are responsible for reviewing the proof carefully
· Production will only begin after you give explicit approval (e.g. replying "Yes" or "Approved")
· Once approved, no changes can be made to the design
· We are not responsible for errors that were visible in the approved proof

If you do not approve the proof within 7 days, we will contact you to confirm if you wish to proceed or cancel. Cancellations after this point may be subject to a cancellation fee to cover initial design costs.

4. Major Faults & Defects

You are entitled to a remedy if your product has a major fault. A major fault includes:

· The product is significantly different from what was ordered
· The product is damaged, broken, or unusable
· The product does not match the approved design proof

If your product has a major fault, we will offer you one of the following at our cost:

· Full refund (including shipping)
· Free remake (with priority handling)

5. Minor Faults

If your product has a minor fault that does not significantly affect its use or appearance, we reserve the right to offer:

· A partial refund (amount determined at our discretion)
· A repair or adjustment at no cost (you may be responsible for return postage)

6. How to Request a Refund or Remake

To request a refund or remake, please contact us within 7 days of receiving your order and provide:

· Your order number
· Clear photos showing the issue
· A brief description of the problem

We will respond within 2 business days and resolve your issue as quickly as possible.

7. Shipping Costs for Returns

· If the fault is ours (major defect or our error) — we cover all shipping costs
· If the fault is yours (change of mind or incorrect info) — returns are not accepted
· If we agree to a partial refund for a minor fault — you are responsible for return postage

8. Cancellations

As we begin production immediately after order confirmation and design approval, cancellations are not accepted once production has started.

If you wish to cancel before production begins, please contact us within 24 hours of placing your order — we may be able to assist at our discretion. A cancellation fee may apply to cover initial design and consultation costs.