Returns & Refunds
Thank you for shopping with PoppyPawz. As we sell pet products and personalised items, we kindly ask customers to read this policy carefully before placing an order.
For all return enquiries, please contact:
1. Non-Personalised Products
1.1 Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged, incorrect, or missing item, you must contact us within 48 hours of delivery and provide:
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Your order number
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Clear photographs showing the issue
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A brief description of the problem
If the issue is confirmed to be our responsibility, we will offer:
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A free replacement, or
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A full refund
We reserve the right to request further evidence before approving any claim.
1.2 Change of Mind Returns (Unused Items Only)
Due to hygiene and safety reasons, we cannot accept returns of pet products that:
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Have been used
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Show any signs of wear
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Contain pet hair, odour, stains, or damage
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Are not in original, resaleable condition
Pet items exposed to another animal cannot be resold.
Customers may request a return within 30 days of delivery, provided that:
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The item is unused
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In original packaging
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In resaleable condition
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Original shipping fees are non-refundable unless the return is due to our error.
2. Personalised / Custom Products
2.1 Production Time
Personalised items are handmade in our studio and require up to 15 days for production, depending on complexity.
Production begins shortly after the order is placed.
2.2 Order Cancellation
Orders for personalised products may be cancelled within 12 hours of purchase.
After 12 hours, cancellations are not accepted, as production may already be in progress.
2.3 Customer Responsibility
Customers are responsible for:
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Submitting accurate personalisation details
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Reviewing product descriptions carefully
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Checking confirmation emails promptly
PoppyPawz is not responsible for errors caused by incorrect information provided by the customer.
2.4 Returns for Personalised Items
Due to the bespoke nature of personalised products:
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Personalised items are non-refundable and non-exchangeable unless faulty.
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Change-of-mind returns are not accepted.
If a personalised item is faulty and confirmed to be our responsibility, we will offer a replacement or refund.
All personalised products are inspected prior to dispatch and may be photographed for quality confirmation.
3. Shipping & Delivery
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Non-personalised items are dispatched within 1–2 working days.
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UK delivery typically takes 2–4 working days.
Delivery times are estimates and not guaranteed.
Once an order has been dispatched, risk of loss transfers to the customer in accordance with applicable UK law.
4. Return Authorisation & Transit Responsibility
All returns must be approved in advance.
Unauthorised returns may be refused and returned to the sender.
Customers are responsible for return shipping risks until the item is received by us. We strongly recommend using a tracked service.
We are not responsible for items lost or damaged during return transit.
5. Fraud Prevention & Policy Abuse
To protect our small business from misuse:
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We reserve the right to refuse returns that show signs of use inconsistent with inspection.
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We reserve the right to deny claims where evidence is insufficient or inconsistent.
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Repeated or excessive return behaviour may result in refusal of future orders.
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False damage claims, item substitution, or fraudulent chargebacks will be investigated.
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We reserve the right to report fraudulent activity and pursue recovery of losses where appropriate.
All claims are assessed individually and may require supporting evidence.
6. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 working days.
We reserve the right to deduct reasonable amounts where returned items are not in resaleable condition.
7. Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
