Returns & Refunds Policy
Last updated: June 13, 2026
PPpet CUSTOM creates personalized products using the photographs, text, names, dates, colors, styles, and other customization details provided by each customer.
This policy explains when an order may be changed, cancelled, replaced, returned, or refunded.
1. Personalized and Custom-Made Products
Because our products are made specifically for each customer, we generally do not accept returns, exchanges, or refunds because of:
- A change of mind
- Ordering the wrong product, color, size, style, or quantity
- No longer needing or wanting the product
- Personal preferences that differ from an approved design proof
- Errors in names, dates, text, photographs, or customization details supplied or approved by the customer
This policy does not limit any rights available under applicable consumer law.
2. Order Changes and Cancellations
Please contact us within 30 minutes of placing your order if you need to request a change or cancellation.
We will make reasonable efforts to assist, but changes and cancellations cannot be guaranteed once design work, material preparation, or production has begun.
Changing the product, number of pets, photograph, customization details, or delivery address may affect the price and production time.
3. Design Preview and Approval
Where a design preview is included, we aim to send the first proof within 3 days.
You will have 3 days to:
- Approve the design
- Request changes
- Ask for additional review time
Please check names, dates, spelling, colors, composition, and other customization details carefully before approval.
Once a design has been approved and production has begun, further changes or cancellations may not be possible.
If we receive no response within the review period, we may proceed using the latest proof.
4. Damaged, Faulty, or Incorrect Items
Please contact us if your product:
- Arrives damaged
- Has a manufacturing fault
- Is different from the product ordered
- Contains an error made by PPpet CUSTOM
- Is significantly different from the approved design
- Is missing an item or component included in the order
Where possible, contact us within 7 days of delivery so that we can investigate promptly. This requested reporting period does not remove or reduce any rights available under applicable consumer law.
Depending on the circumstances, an appropriate solution may include:
- Repair
- Replacement
- Remaking the personalized item
- Partial refund
- Full refund
The available solution will depend on the nature and seriousness of the issue, the evidence provided, and applicable consumer law.
5. Information Required for a Claim
To help us review the issue, please email:
Include:
- Your full name
- Order number
- Description of the problem
- Clear photographs or video of the product
- Photographs of the packaging if the item arrived damaged
- Any other relevant information
We may need to inspect or assess the product before confirming the available solution.
6. Handmade and Display Variations
Many PPpet CUSTOM products involve handmade, handcrafted, printed, engraved, painted, sculpted, or individually assembled elements.
Minor variations may occur between:
- The design preview and finished physical product
- Different production batches
- Screen colors and printed or physical colors
- Handmade shapes, textures, positioning, stitching, engraving, or finishing
Small variations that do not materially affect the product’s quality, function, or approved design are part of the individual nature of a custom-made product and are not normally considered defects.
7. Customer-Supplied Photographs and Information
Customers are responsible for uploading clear photographs and providing accurate customization details.
We are not responsible for results affected by:
- Low-resolution, blurred, dark, cropped, or obstructed photographs
- Incorrect spelling, names, dates, addresses, or other details supplied by the customer
- Customer-requested changes made against our design recommendations
- Features that were not visible in the submitted photograph
- Details that the customer approved in the design proof
We will notify you where we believe a photograph may not be suitable, but the customer remains responsible for reviewing and approving the final proof.
8. Unauthorized Returns
Please do not send a product back before contacting us and receiving return instructions.
Unauthorized returns may not be accepted, and PPpet CUSTOM cannot guarantee receipt of products sent to an unconfirmed address.
For approved returns, we will provide the appropriate return instructions.
9. Return Shipping Costs
Where a product is confirmed to be damaged, faulty, incorrect, or otherwise eligible for a remedy, PPpet CUSTOM will handle reasonable return-shipping costs where required by applicable law or agreed in advance.
Original and return shipping charges are generally not refundable for unauthorized returns or requests based solely on a change of mind.
10. Refunds
Approved refunds will be issued to the original payment method unless another arrangement is agreed with the customer.
After PPpet CUSTOM issues the refund, the payment provider or financial institution may require additional processing time before the funds appear in the customer’s account.
Shipping costs, customs duties, import taxes, and other third-party charges may not be refundable unless required by applicable law or included in the approved remedy.
11. Delayed or Missing Orders
Questions about parcels that are delayed, missing, or marked as delivered should be handled under our Shipping Policy.
A shipping delay alone does not automatically mean that the parcel has been lost. We may need to complete a carrier investigation before confirming the appropriate solution.
12. Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any consumer guarantee, statutory warranty, or other right that cannot legally be excluded under the laws applicable to the customer’s purchase.
13. Contact Us
For return, replacement, or refund requests, contact:
PPpet CUSTOM
Email: hello@pppetcustom.com