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Refund policy
Last updated: 28 October 2026
1. Summary
- Personalised items are made to order for you. You cannot change, cancel or return them after you have placed your order unless they are faulty.
- Non-personalised accessories (such as hanging kits and installation sets) can be cancelled within 14 days of delivery. You do not have to send them back.
- Prio+ is a service that we perform as soon as you place your order. The Prio+ charge is not refunded (see section 6 and clause 7.3 of our Terms of Service).
- Misprinted, faulty or damaged? Under our 100% satisfaction guarantee we reprint your item free of charge. If a reprint is not possible, we refund you in full. Just send us a photo.
- Your legal rights always come first. Nothing in this policy limits your rights under the Consumer Rights Act 2015. In particular, you can reject a faulty item within 30 days of delivery and get a full refund.
2. Personalised items: no changes and no right to cancel
2.1 We make personalised items to your specifications, using the photo, pet details, names, text, breed, colour and design options you choose. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, there is no right to cancel contracts for goods that are made to the consumer’s specifications or are clearly personalised.
2.2 We start preparing your personalised order for production as soon as you place it. We therefore cannot change or cancel a personalised order once you have placed it. You also cannot return a personalised item simply because you have changed your mind.
2.3 This does not affect your rights if the item is misprinted, faulty, damaged or does not match the preview you approved (see sections 3 to 5). It also does not affect your right to cancel if we do not deliver in time (see our Shipping Policy, section 4.3).
3. Our 100% satisfaction guarantee
3.1 What it covers. If your order arrives misprinted, faulty or damaged in transit, if you receive the wrong item or if the item does not match the preview you approved, we will put it right.
3.2 What we do. We reprint your item and send it to you free of charge. If a reprint is not possible, we refund the price you paid for the item, including the delivery costs for that item.
3.3 Your legal rights take priority. The guarantee does not replace your legal rights. If your item is faulty, you can choose to reject it within 30 days of delivery and get a full refund instead of a reprint (see section 5).
3.4 How long it lasts. Please report the problem within 30 days of delivery. This 30-day period is for the guarantee only. Your legal rights continue after 30 days (see section 5).
3.5 What it does not cover. The guarantee does not cover spelling mistakes, names, dates or photos that you entered yourself if we printed them exactly as shown in the preview you approved. It also does not cover small colour differences caused by screen settings, blurriness or pixelation caused by the photo you uploaded, the other small differences described in clause 3.6 of our Terms of Service or normal wear and tear.
3.6 Where it applies. The guarantee applies to orders placed at petprinted.co.uk and delivered in the United Kingdom.
3.7 Who gives the guarantee. Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany, email support@petprinted.co.uk, phone +49 911 47738770.
4. How to report a problem
4.1 Email support@petprinted.co.uk and include:
- your order number
- a short description of the problem
- one or more photos showing the problem (for transit damage, please also photograph the packaging and the shipping label)
4.2 We will reply to you by email and confirm your free reprint. If you reject a faulty item under your legal rights, or if a reprint is not possible, we confirm your refund instead.
4.3 You do not have to send anything back unless we ask you to. If you reject a faulty item or we ask you to return it, we pay the reasonable costs of returning it.
4.4 Refunds are made to the payment method you used for your order, without undue delay and no later than 14 days after we agree that you are entitled to a refund. We do not charge any fee for a refund.
4.5 Reprints are made and dispatched as quickly as possible. If we cannot reprint the item, or the reprint is also faulty, we refund you in full.
5. Your legal rights if an item is faulty
5.1 We are under a legal duty to supply products that are in conformity with this contract. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Personalised goods must also match the preview you approved, subject to the small differences described in clauses 3.5 and 3.6 of our Terms of Service.
5.2 If your item is faulty, you are entitled to the following:
- Within 30 days of delivery, you can reject the item and get a full refund.
- Within six months of delivery, if the item cannot be repaired or replaced, you are entitled to a full refund in most cases. For a personalised item, a replacement means a free reprint.
- After six months, if the item cannot be repaired or replaced, you are entitled to some money back.
5.3 If you reject a faulty item, we pay the reasonable costs of returning it.
5.4 These rights apply in addition to our guarantee and take priority over it.
5.5 This is only a summary of your key rights. For detailed information, please visit the Citizens Advice website (citizensadvice.org.uk) or call 0808 223 1133.
6. Non-personalised accessories: your right to cancel
The following information applies to accessories that are not personalised, such as hanging kits and installation sets, whether you buy them on their own or together with a personalised item. Personalised phone cases and other items you personalise are not accessories (see section 2).
It does not apply to our Prio+ service. By adding Prio+ to your order, you expressly ask us to perform it straight away and you acknowledge that you lose your right to cancel Prio+ once we have fully performed it. We have fully performed Prio+ when we hand your order over to production, which we do as soon as you place your order. The Prio+ charge is therefore not refunded. Clause 7.3 of our Terms of Service explains this. Your rights under the Consumer Rights Act 2015 are not affected.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you order several items in one order and they are delivered separately, the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last of the goods.
To exercise the right to cancel, you must inform us (Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany, phone +49 911 47738770, email support@petprinted.co.uk) of your decision to cancel this contract by a clear statement (for example a letter sent by post or an email). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
If you cancel only some items of an order and keep the others, we refund the price of the cancelled items. We also refund the difference between the delivery costs you paid and the delivery costs that would have applied to the items you keep.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You do not have to send the goods back to us. You may keep them. We do not charge you anything for the goods you keep after a valid cancellation.
7. Model cancellation form
(Complete and return this form only if you wish to cancel the contract for non-personalised accessories.)
To: Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany, email support@petprinted.co.uk
I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []/for the supply of the following service [*],
Ordered on [] ______________ / received on [] ______________
Order number: ______________
Name of consumer(s): ______________________________
Address of consumer(s): ______________________________
Signature of consumer(s) (only if this form is notified on paper): ______________________________
Date: ______________
[*] Delete as appropriate.
8. Questions
If you have any questions about this policy, please email support@petprinted.co.uk.