Returns, refunds & cancellations

Contact us first

Email hello@petportraitgifts.uk with your order reference and a description of the issue. Photographs of damage or a printing problem can help us investigate, but your statutory rights do not depend on sending photographs within a short deadline.

Please wait for return instructions. The registered office is not a confirmed product-return warehouse, and personalised products are shipped directly by our print partner.

Personalised items and changing your mind

Artwork is made to the image, lettering and choices you approve. Goods made to your specification or clearly personalised can be exempt from the usual 14-day change-of-mind cancellation right. Check the likeness, crop and spelling carefully before ordering.

If you spot an error, contact us promptly so we can see whether production can still be stopped or amended. We do not promise a cancellation once the personalised product is already being produced.

Faulty, damaged or incorrect goods

Personalisation does not remove rights where the product is faulty, not as described or fails to meet the required standard. We will assess the problem and provide the remedy required by applicable consumer law, which can include repair, replacement or refund.

You do not lose statutory rights because an item was discounted or because a particular complaint deadline in a shop policy has passed. Contact us if the product differs from the artwork you approved or arrives damaged.

Delivery problems

Tell us if an order has not arrived by the agreed delivery date or the parcel appears lost. We will investigate with the fulfilment provider. Any confirmed production and transit estimates will be shown before payment when ordering opens.