Returns and Refund Policy

Thank you for shopping with MyPawtrait. We take great pride in creating personalised pet portraits and custom artwork products designed especially for you.

This Returns & Refund Policy explains your rights and our procedures regarding cancellations, returns, replacements, and refunds in accordance with UK consumer law.

1. Personalised Products

Most MyPawtrait products are custom-made and personalised using your uploaded photographs and chosen artwork style.

Under the Consumer Contracts Regulations 2013, personalised and made-to-order products are generally exempt from the standard 14-day cancellation right once production has begun. (gov.uk)

Because of this:

Orders cannot usually be cancelled once artwork creation or production has started;
Personalised products cannot normally be returned simply because you change your mind.

However, your legal rights still apply if items are:

Faulty;
Damaged;
Incorrect;
Not as described.

2. Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible at:

hello@mypawtrait.co.uk

If production has not yet started, we may be able to:

Cancel the order; and
Issue a full refund.

If artwork creation or printing has already begun, cancellation may not be possible.

3. Artwork Approvals

Where artwork previews or proofs are provided:

Customers are responsible for carefully checking all details before approval;
Approval confirms acceptance of the design, spelling, layout, colours, and uploaded image selection.

Refunds or replacements may not be offered for customer-approved errors.

4. Damaged, Faulty, or Incorrect Orders

If your order arrives:

Damaged;
Faulty;
Defective; or
Incorrect,

please contact us within 48 hours of delivery with:

Your order number;
A description of the issue;
Clear photographs of the product and packaging.

Contact:
hello@mypawtrait.co.uk

Depending on the issue, we may offer:

A replacement;
A repair;
A partial refund;
A full refund.

5. Quality & Colour Variations

Please note:

Minor colour differences may occur between digital screens and printed products;
Artwork styles are artistic interpretations and may naturally vary slightly from on-screen previews;
Handmade and printed products may contain small production variations.

These do not normally qualify as faults.

6. Returns Process

If a return is authorised:

We will provide return instructions;
Items must be returned in their original condition where possible;
Customers may be responsible for return postage costs unless the item is faulty or incorrect.

We recommend using a tracked delivery service, as we cannot guarantee receipt of returned items.

7. Refund Processing

Approved refunds are typically processed within:

5–10 working days

Refunds will be made to the original payment method used at checkout.

Shipping charges are generally non-refundable unless:

The item is faulty;
The wrong item was supplied;
We are legally required to refund delivery costs.

8. Lost Parcels

If your parcel appears lost in transit:

Please contact us promptly;
We will investigate with the courier before issuing replacements or refunds.

Delivery delays caused by couriers, customs, weather, or events outside our control may occasionally occur.

9. Non-Returnable Items

The following items are generally non-returnable unless faulty:

Personalised artwork;
Custom printed products;
Commissioned designs;
Digital downloads;
Gift cards.

10. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law, including rights under:

Consumer Rights Act 2015;
Consumer Contracts Regulations 2013.

For further information about your consumer rights:

UK Consumer Rights Information

11. Contact Us

If you have any questions regarding returns or refunds, please contact:

MyPawtrait
Email: hello@mypawtrait.co.uk
Website: www.mypawtrait.co.uk