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Terms of service
Last updated: 28 October 2026
1. About us and these terms
1.1 These terms apply to every order you place in our online shop at petprinted.co.uk. The shop is operated by Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany (“we”, “us”, “our”). Our full contact details and company information are in our Legal Notice.
1.2 You can contact us by email at support@petprinted.co.uk or by phone on +49 911 47738770.
1.3 Please read these terms before you order. Our Refund and Cancellation Policy, Shipping Policy and Privacy Policy also apply and form part of the information we give you before you buy.
1.4 The contract language is English.
2. Who these terms are for
2.1 Most of these terms are written for consumers. You are a consumer if you buy wholly or mainly for purposes outside your trade, business, craft or profession.
2.2 If you buy as a business, clause 15 also applies to you. The rights in these terms that come from consumer law (in particular the right to cancel) do not apply to business customers.
3. Our products
3.1 Personalised products. Most of our products are made to order for you. We print them using the photo, pet details, names, text, breed, colour and design options you choose. You see a live preview before you add the item to your basket. We make the item as shown in the preview you approved, subject to the small differences described in clauses 3.5 and 3.6.
3.2 Accessories. We also sell accessories that are not personalised, such as hanging kits and installation sets. You can buy them together with a personalised item. Personalised phone cases and other items you personalise are personalised products, not accessories.
3.3 Your responsibility for your entries. Our ordering process is automated. We do not check each order by hand before printing. Please check spelling, names, dates, the photo and the preview carefully before you order. A spelling mistake or a photo you supplied is not a fault in the product if we printed exactly what you approved.
3.4 AI designs. Some designs are created with the help of artificial intelligence from your photo. These designs are produced exactly as shown in the live preview, without any further manual review.
3.5 Colours and images. Screens show colours differently. The colours of the finished product may therefore differ slightly from what you see on your screen. This does not make the product faulty unless the difference is significant.
3.6 Photo quality and small differences. The print quality depends on the resolution and sharpness of the photo you upload. A small preview on screen can look sharper than the printed product, especially on large formats. Blurriness or pixelation caused by your photo is not a fault. Cropping, position and fine details may differ slightly from the preview, for example on curved surfaces such as mugs or on fabrics such as socks and blankets. This does not make the product faulty unless the difference is significant.
3.7 No changes after ordering. 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.
3.8 Prio+. Prio+ is an optional service that you can add to your order for the price shown on the product page (currently £3.99). With Prio+, we hand your order over to production as soon as you place it instead of after our usual processing. The production and delivery times in our Shipping Policy still apply. Prio+ is a service, not an accessory. Clause 7.3 explains why the Prio+ charge is not refunded.
4. How the contract is made
4.1 Our product pages are not offers. They invite you to make an offer to buy.
4.2 You place an order by adding products to your basket, entering your details in the checkout and clicking the button that completes the order. Before you click, the checkout shows you a summary of your order and the total price including VAT and delivery costs. You can check and correct your entries at any time before you complete the order.
4.3 After you place your order, we send you an email confirming your order (order confirmation). The contract between you and us is made when you receive this order confirmation.
4.4 If we cannot accept your order, for example because the content you supplied breaks clause 9.4, we will tell you by email and refund any payment in full.
4.5 The order confirmation contains the details of your order. These terms and our policies are available at any time on our website.
4.6 If you have a customer account, you can see your orders there. You do not need an account to order.
5. Prices and payment
5.1 All prices are in pounds sterling (GBP) and include UK VAT.
5.2 Delivery costs are added to the price of the goods. They are £4.95 for one item and £7.95 for two or more items per order. Delivery costs are shown in our Shipping Policy and in the checkout before you place your order.
5.3 We do not charge any other fees. Some items are sent to you from outside the UK. We pay any import VAT and customs duties, including on orders over £135. You will not have to pay anything on delivery (see our Shipping Policy, section 6).
5.4 You can pay using the payment methods shown in the checkout. At the time of writing, these are:
- credit and debit cards through Shopify Payments
- Shop Pay, Apple Pay and Google Pay
- PayPal
5.5 Your payment is taken or authorised when you place your order.
5.6 If you pay with PayPal, a wallet such as Apple Pay or Google Pay or another external payment provider, the terms of that payment provider also apply to the payment.
5.7 If we make an obvious pricing mistake, we will contact you before the contract is made. If the contract has already been made, we may cancel it and refund you in full. This does not apply to genuine prices that are simply lower than you expected.
5.8 Discount codes. Our welcome discount gives you 10% off your first order and can be used once per customer. Discount codes must be entered before you complete your order. Unless we say otherwise for a particular code, a discount code cannot be combined with other discounts. Discount codes cannot be exchanged for cash. If you cancel an item bought with a discount or we refund it, we refund the amount you actually paid for it.
6. Delivery
6.1 We deliver to addresses in the United Kingdom only. Delivery times, delivery costs and what happens if a delivery goes wrong are set out in our Shipping Policy.
6.2 If we have not agreed a delivery date with you, we will deliver without undue delay and in any event within 30 days after the contract is made.
6.3 The goods are at our risk until they are delivered to you or to a person you have named to receive them. If a parcel is lost or damaged in transit, we will reprint your item and send it to you again free of charge. If a reprint is not possible, we refund you in full. Your legal rights in clause 8 are not affected.
6.4 If your order contains several items, they may arrive in separate parcels. You only pay the delivery charge once.
6.5 Please check your delivery address before you order. If a parcel cannot be delivered because the address you gave was wrong or incomplete, you pay for the reprint and the new delivery. Our Shipping Policy, section 8.4, explains this.
7. Your right to cancel
7.1 Personalised products cannot be cancelled. Items made to your specifications or clearly personalised, as described in clause 3.1, are excluded from the right to cancel under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can therefore not cancel a personalised order after you have placed it. This does not affect your rights if an item is faulty (see clause 8).
7.2 Accessories can be cancelled. For accessories that are not personalised (clause 3.2), you have a 14-day right to cancel. You do not have to send them back. Our Refund and Cancellation Policy explains how to cancel and includes a model cancellation form.
7.3 Prio+. Prio+ (clause 3.8) is a service. By adding Prio+ to your order, you expressly ask us to perform this service straight away. You also 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. We therefore do not refund the Prio+ charge. Your rights under the Consumer Rights Act 2015 are not affected.
8. Faulty, damaged or incorrect items
8.1 Your legal rights. 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.
8.2 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.
8.3 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.
8.4 Return costs. If you reject a faulty item or we ask you to send it back, we pay the reasonable costs of returning it.
8.5 Our guarantee. Under our 100% satisfaction guarantee, we send you a free reprint if your order arrives misprinted, faulty or damaged. If a reprint is not possible, we refund you in full. The conditions are set out in our Refund and Cancellation Policy. The guarantee is in addition to your legal rights in clause 8.2. Your legal rights always take priority. In particular, you can still reject a faulty item within 30 days of delivery and get a full refund instead of a reprint.
8.6 How to report a problem. Please email support@petprinted.co.uk with your order number and a photo of the problem. The full process is in our Refund and Cancellation Policy.
9. Your photos and content
9.1 To make a personalised product, you upload photos and enter text and other content (“your content”).
9.2 You keep all rights in your content. You give us and our service providers and production partners a non-exclusive licence to use, edit and print your content only to make, deliver and support your order, including any reprint. We never use your content for advertising or to train artificial intelligence without your consent.
9.3 You confirm that you are entitled to use your content for this purpose. In particular, you must own the photo or have permission from the person who took it. You must also have permission from any person who can be recognised in it.
9.4 We may refuse to print content that is unlawful or infringes the rights of others. We may also refuse content that is offensive, discriminatory, racist, violent or otherwise inappropriate. If we refuse an order for this reason, we refund you in full.
9.5 If a third party makes a claim against us because your content infringes their rights and you are responsible for that infringement, you will compensate us for the reasonable costs and losses we suffer as a direct result. This does not apply if you could not reasonably have known about the infringement.
9.6 How we handle your photos and how long we keep them is explained in our Privacy Policy.
9.7 Our designs. All designs, templates, illustrations and artwork styles we provide, including artwork created with AI from your photo, belong to us or our licensors. You may use your product and any preview or file we send you for your own private purposes. You may not copy, sell or otherwise use our designs commercially without our written permission. Your rights in your own content (clause 9.2) are not affected.
10. Our responsibility for loss or damage
10.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
10.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation and for breach of your legal rights in relation to the products, as summarised in clause 8.
11. Events outside our control
11.1 We are not responsible for delays caused by events outside our reasonable control, such as severe weather, strikes or major disruption at carriers.
11.2 If such an event affects your order, we will contact you as soon as possible. If there is a substantial delay, you may cancel your order and we will refund you for any products you have paid for but not received.
12. Personal data
We use your personal data as set out in our Privacy Policy.
13. Complaints
If you have a complaint, please contact us at support@petprinted.co.uk. We will look into it and reply to you by email. We do not take part in alternative dispute resolution procedures.
14. Law and courts for consumers
14.1 These terms are governed by the law of England and Wales. If you live in Scotland, Scots law applies. If you live in Northern Ireland, Northern Irish law applies.
14.2 You can bring legal proceedings in respect of the products in the courts of the part of the United Kingdom where you live. If we bring proceedings against you, we will only do so in those courts.
14.3 Nothing in these terms affects the mandatory consumer protection rights you have under the law of the part of the United Kingdom where you live.
15. Business customers
15.1 If you buy as a business, the following applies in addition:
- The right to cancel (clause 7) does not apply.
- The goods are at your risk from the time we hand them to the carrier.
- We are not liable for loss of profit, loss of business or business interruption, except where clause 10.2 applies.
- These terms are governed by German law. The courts at our registered office in Fürth, Germany have exclusive jurisdiction.
15.2 We do not accept your own terms and conditions unless we agree to them in writing.
16. Other important terms
16.1 We may change these terms from time to time. The version that applies to your order is the one published on our website when you place the order.
16.2 If a court decides that part of these terms is invalid, the rest of the terms remain in force.