PETFLIX Returns & Refund Policy

We want you to love your PETFLIX order. Every personalised PETFLIX product is created especially for you, so please read the following information before placing your order.

Personalised & Made-to-Order Products

Personalised products are made specifically to your requirements and therefore cannot normally be returned, exchanged or refunded if you simply change your mind.

This includes products featuring your pet, pet's name, custom text, photographs or other personalisation requested by you.

Where a digital proof is provided, please check all names, spelling and design details carefully before approving it. Once a design has been approved and production has started, we may be unable to make further changes.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, or we have made an error with your order, please contact us as soon as possible.

Please include your order number and clear photographs showing the problem so we can resolve it quickly.

Where appropriate, we will arrange a replacement or refund at no additional cost to you.

Non-Personalised Products

For eligible non-personalised products purchased online, you may have the right to cancel your order within 14 days of receiving it.

Products should be returned unused and in their original condition. Unless the product is faulty, damaged or incorrect, the customer is responsible for return postage costs.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If we have not yet started creating or producing your personalised item, we may be able to cancel it. Once production of a personalised product has started, cancellation may no longer be possible.

Colours & Image Quality

Colours can vary slightly between screens and the finished printed product due to differences in displays and printing processes.

For products created using customer-supplied photographs, the finished print quality will depend partly on the quality and resolution of the original image supplied.

Minor colour differences that are a normal result of the printing process are not considered faults.

Refunds

When a refund has been agreed, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Your Legal Rights

Nothing in this policy affects your statutory rights. You remain entitled to the remedies available to you under applicable UK consumer law where goods are faulty, damaged, not as described or otherwise do not meet the required legal standards.

Contact Us

If there is a problem with your PETFLIX order, please contact us through our website or the contact details provided with your order.

Please include your order number so we can help you as quickly as possible.