Refund policy

Refund and Cancellation Policy

Our products are made to order and personalised using the information and pet photograph provided by the customer.

A 50% deposit is required to begin production. Customers may request cancellation before production starts, subject to our confirmation. Once production has started, the deposit is non-refundable because labour and materials have been committed and the personalised item cannot be resold.

The remaining 50% balance must be paid before dispatch. We will contact the customer when the item is ready for final payment.

Because each item is individually handmade, slight variations are part of its character. If an item arrives damaged or there is an error on our part, please contact us within 7 days of delivery with photographs so we can review the issue and, where appropriate, offer a repair, replacement or refund.

Complimentary tracked shipping is included. Any customs duties or import taxes charged by the destination country are the buyer’s responsibility.