Welcome to our policy page—where we keep things friendly, simple, and transparent! Since we’re all about creating personalised products like custom ‘Pawtraits,’ unique logo designs, and tailor-made graphic artwork, refunds work a little differently here. Let’s take a “paws” and dive into the details!

The Big Picture: Custom Creations = Non-Refundable

We pour a lot of time, love, and creativity into every piece we make, and because your order is custom-made just for you, it’s non-refundable. This applies to all personalised items, including your ‘Pawtraits,’ logo services, and any digital downloads. Once we’ve started crafting your order, it’s made to be one of a kind—just like your pet, brand, or personal style!

What’s Eligible for Returns?

For those rare items that aren’t custom or personalised (if we ever stock them), we offer a 30-day window for returns. Items must be unused, in original condition, and in their original packaging to be eligible. Think of it as giving the product a quick “test drive” but not taking it for a long road trip!

To start the return process, all you need is a receipt or proof of purchase. However, please don’t send your product back to the manufacturer directly—we’ll guide you on the return process if it applies to your order.

Non-Returnable Items:

Some things are always a final sale, and that includes:
– Custom-Made Orders: Any ‘Pawtrait,’ logo, or personalised graphic design, or anything else that’s made uniquely for you.
– Downloadable Digital Products: Instant downloads and files that can’t be returned.
– Sale Items: Deals that are just too good to pass up—these are final sales.

Partial Refunds: When Exceptions Happen

We know that sometimes, even the best plans go awry. If something arrives damaged, defective, or not quite as expected, let us know, and we’ll find a solution! In rare cases, we might offer a partial refund if:
– There was an error on our end (we’re only human, after all!).
– You received an item that was damaged or not as described.

Just contact us, and we’ll work to make it right.

How Refunds Work: The Fun Part!

If a refund is approved, you’ll hear from us via email, and the credit will be applied to your original payment method within a few business days. We make sure it’s a smooth process—because you’ve got better things to do than worry about a refund.

Late or Missing Refunds: The “Where Is It?” Guide

So you’re expecting a refund, but it hasn’t landed yet? Here’s what to do:
1. Double-Check Your Bank Account: Sometimes the delay is just a little banking mystery.
2. Contact Your Credit Card Company: Processing times can vary, so give them a quick call.
3. Chat with Your Bank: They might need a little nudge to post the refund.

Still no luck? Send us a message, and we’ll help sort it out.

Exchanges: Fixing Any Flaws

We stand by the quality of our work, so if you receive an item that’s damaged, defective, or not as expected, we’ll happily exchange it for you. Just drop us an email, and we’ll guide you on how to return the faulty product.

Gifted Items – How We Handle Surprises!

If you received a gift that was purchased directly for you, we’ll issue a gift credit for the return value. Once the item is sent back to us, a gift certificate will be issued so you can pick out something else you love! If the item wasn’t marked as a gift, the refund will go back to the original purchaser.

Shipping Your Returns – Sending It Back with Care

If you need to send something back (for those rare cases where returns are accepted), please ship the item to: The Creative Canopy Ltd, 39 Thompson Drive, Whitchurch, Shropshire, SY13 1JJ. Note that you’re responsible for covering return shipping costs, which are non-refundable. We suggest using a trackable shipping service or purchasing insurance for higher-value items, just to be safe.

Need Help? Let’s Chat!

Got a question or just want to say hi? We’re here to help with any questions about refunds, returns, or your custom order. Feel free to reach out to us, and we’ll get back to you as soon as possible!