Refund policy

PERSONALISED PRODUCTS Due to the unique nature of personalised products, items customised to your specifications cannot be returned or exchanged unless they are defective or were damaged upon arrival. Personalisation makes these items uniquely yours, and therefore, returns or exchanges are only accepted in cases of defects or damage.

NON-PERSONALISED PRODUCTS We offer a 30-day money-back guarantee on all non-personalised products. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. A receipt or proof of purchase is required to complete your return.

REFUNDS (IF APPLICABLE) Once we receive and inspect your return, we will notify you via email regarding the status of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days.

LATE OR MISSING REFUNDS (IF APPLICABLE) If you haven’t received your refund yet:

  • Check your bank account again.

  • Contact your credit card company as it may take some time for the refund to be officially posted.

  • Contact your bank as processing times can vary.

If you’ve completed these steps and still haven’t received your refund, please contact us at info@petsyonline.com.

EXCHANGES (IF APPLICABLE) We only replace items if they are defective or damaged. To exchange an item for the same product, please email us at info@petsyonline.com for further assistance.

SHIPPING To return your product, please contact our customer service team at info@petsyonline.com for detailed instructions.

You will be responsible for covering your own shipping costs for returning your item. Shipping costs are non-refundable.

The time it may take for your exchanged product to reach you may vary depending on your location.

For items valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

LIFETIME WARRANTY For your peace of mind, all our products come with a lifetime warranty against defects in materials and workmanship. If your item becomes defective or spoils due to a manufacturing fault, please contact us at info@petsyonline.com for assistance. We are committed to ensuring the quality and durability of our products.