Refund and Returns Policy

1. Personalised Products

Due to the customised nature of our products, items are non-refundable and non-returnable, except where they are defective or incorrect.

This complies with the Consumer Contracts Regulations (UK).

2. Faulty or Incorrect Items

If you receive a product that is:

• Damaged
• Defective
• Incorrect (based on your submitted details)

You must contact us within 48 hours of delivery.

3. Evidence Requirement

We may request:

• Photographic evidence
• Order details

Failure to provide evidence may result in refusal of the claim.

4. Resolution

Where a claim is valid, we may:

• Provide a free replacement
• Issue a full or partial refund

The resolution method is at our discretion.

5. Returns Process

If a return is required:

• We will provide instructions
• Return costs may be covered (for valid claims only)

6. Refund Processing

• Refunds are issued within 5–10 business days
• Funds are returned via the original payment method

7. Order Cancellation

• Orders may be cancelled only before production begins
• Once production has started, cancellation is not possible

8. Contact

For all refund and return requests:
contact@getpettag.co.uk