Refund policy
1. RETURN AND REFUND POLICY
Last updated: September 29, 2026
At PetFace, each personalized product is made especially for you using the photo and customization options submitted with your order.
Personalized Products
Because our personalized products are made specifically according to your instructions, they cannot generally be returned or exchanged due to change of mind, incorrect size selection, color preference, or dissatisfaction with a photo that was provided or approved by the customer.
Once production of a personalized item has started, the order may no longer be cancelled or modified.
This does not affect any mandatory consumer rights that apply to defective, damaged, incorrect, or misdescribed products.
European Union and United Kingdom Customers
Under applicable EU and UK consumer protection rules, the standard right to cancel an online purchase within 14 days generally does not apply to goods that are made to the consumer's specifications or are clearly personalized.
However, customers retain their statutory rights if an item is faulty, damaged, not as described, or otherwise does not conform to the contract.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, incorrectly printed, or materially different from the product you ordered, please contact:
Please include your order number, a description of the issue, and clear photographs showing the product and, where applicable, the shipping packaging.
Where required by applicable law, we will provide an appropriate remedy, which may include replacement, repair, partial refund, or full refund.
Please contact us as soon as reasonably possible after discovering the issue. Any timeframes stated by PetFace do not limit statutory consumer rights that cannot legally be restricted.
Print and Color Variations
Because our products are individually printed, small differences in color, placement, scale, fabric texture, or appearance may occur between the digital preview and the finished product.
Minor variations inherent to the printing and manufacturing process are not considered defects unless they materially affect the quality or accuracy of the product.
Customer-Provided Images
Customers are responsible for uploading the correct image and selecting the correct customization options.
Low-resolution, blurred, poorly lit, cropped, or otherwise unsuitable images may affect the final print quality. Where a preview or customization confirmation is provided, customers should review it carefully before submitting the order.
Order Cancellations
If you need to cancel or modify an order, contact Support@petface.store immediately.
We will try to accommodate your request if production has not yet started. However, once a personalized item has entered production, cancellation or modification may no longer be possible.
Refunds
Approved refunds will normally be issued to the original payment method.
Processing times after a refund has been issued may depend on your bank, card issuer, or payment provider.
Nothing in this policy limits any rights available to you under mandatory consumer protection law.