Returns & Refunds

Two kinds of products live in this store, and UK law treats them differently. Here is both, in plain English.

Personalised items — portraits, digital portraits, and the Royal Treatment Box

These are made to your specification from your own photo, so they are exempt from the 14-day change-of-mind cancellation right that applies to off-the-shelf items (Consumer Contracts Regulations 2013, regulation 28). In practice: once we start making something personalised to your pet, it can't be returned just for a change of mind.

What protects you instead — and it's stronger:

• You approve the proof before we print. Free preview, revisions until it's right. Nothing personalised is ever produced that you haven't said yes to.
• The Love-It Guarantee. If after a fair revision process the portrait still doesn't feel right, we refund you.
• Full faulty-goods rights, always. If anything arrives damaged, defective, or not as described, the Consumer Rights Act 2015 applies in full: a full refund within 30 days of delivery, and repair, replacement or refund up to six months. Being personalised never cancels these rights.

Stock items — car travel gear and accessories

• 14-day change-of-mind right. You have 14 days from delivery to tell us you've changed your mind, and a further 14 days to send the item back. We refund the item plus our cheapest outbound delivery cost.
• Return postage on change-of-mind returns is paid by you (stated here so there are no surprises). Faulty-goods returns are always at our cost.
• Faulty or damaged stock items: full Consumer Rights Act protection — refund within 30 days, repair/replace/refund up to six months.

Damaged on arrival — any product

Email us photos of the damage within 30 days of delivery and we will reprint, replace, or refund at our cost. Photos let us fix it fast (and claim against our print partners so you don't have to).

How to get help

Reply to your order email or use the contact page. A short note plus clear photos gets it solved fastest.