Refund Policy
Table of Contents
1. Return Eligibility & Scope
At PetGlaze, every artwork is individually handcrafted with care and created especially for each customer. Because many of our products are personalised and made to order, our return and refund terms differ from those applicable to standard retail products.
This Refund Policy explains when cancellations, changes, returns, replacements, repairs, or refunds may be available for purchases made through our website (https://petglaze.com, the “Site”).
Nothing in this Refund Policy limits any statutory consumer rights that cannot lawfully be excluded or restricted under applicable law.
2. Customised & Personalised Orders
Most PetGlaze products are individually created using the photographs, pet names, inscriptions, dates, colours, and other personalisation details you provide.
For selected products, we may provide a design proof or initial sketch before hand-painting begins. This allows you to review the proposed composition, placement, and personalisation details before the artwork enters final production.
Design Proof Notice: A design proof or initial sketch is not the completed artwork. It is provided so you can approve the proposed layout before our artist begins the final hand-painted piece.
Once you approve the design proof and production has begun, customised and personalised orders are generally considered final sale and cannot normally be cancelled, returned, or refunded because of a change of mind, personal preference, or change in circumstances.
This restriction does not apply where the item arrives damaged, defective, incorrect, or materially different from the approved design or confirmed order details.
3. Order Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible and preferably within 24 hours of placing the order.
We will make reasonable efforts to accommodate your request. However, changes or cancellations may no longer be possible once artwork preparation, design work, material preparation, or production has begun.
If we are able to accept a change after work has started, additional charges or production time may apply. We will inform you of any additional cost or delay before proceeding.
Requests to change the delivery address should be submitted before the order is shipped. Once an order has been handed to the carrier, we cannot guarantee that the delivery address can be changed.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incorrect, or materially different from the product you ordered, please contact us within 7 days of delivery.
Please include the following information:
- Your order number;
- A brief description of the issue;
- Clear photographs or video showing the product and the issue;
- Photographs of the inner and outer packaging; and
- A photograph of the shipping label, where applicable.
Please retain the product and all original packaging until we have completed our review. Disposing of the product or packaging before the claim is reviewed may affect our ability to verify the issue.
If your claim is approved, PetGlaze may arrange a replacement, repair, partial refund, or full refund, depending on the nature of the issue and the circumstances of the order.
Where an authorised return is required because an item is damaged, defective, or incorrectly supplied, we will provide return instructions and cover reasonable return shipping costs where applicable.
5. Non-Personalised Products
Unused and non-personalised products may be returned within 30 days of delivery, provided they remain unused, in their original condition, and in their original packaging.
Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
Original shipping charges are generally non-refundable unless required by applicable law or unless the return results from an error by PetGlaze.
Please contact us before sending any return. Returns sent without prior authorisation may not be accepted. After reviewing your request, we will provide the correct return address and return instructions.
Items That Cannot Normally Be Returned
- Customised or personalised products after production has begun;
- Items returned without prior authorisation;
- Items damaged through misuse, accidental damage, improper handling, or unauthorised modification after delivery;
- Items that are not returned in their original condition and packaging;
- Gift cards, digital products, or other non-returnable products where applicable.
6. Refund Process
We will notify you after reviewing your claim or inspecting an authorised return.
If your refund is approved, it will normally be issued to your original payment method within 5–7 business days.
Your bank, card issuer, or payment provider may require additional time to process and display the refund in your account. These additional processing times are outside PetGlaze’s control.
If more than 10 business days have passed since we confirmed that your refund was processed, please contact us at hello@petglaze.com.
Refunds will normally be issued in the same currency and to the same payment method used for the original purchase. Any difference caused by exchange-rate fluctuations or payment-provider fees may be outside our control.
7. Handmade Artwork Variations
Every PetGlaze artwork is individually created and painted by hand. Slight variations in brushwork, colour, texture, shading, placement, surface finish, and artistic interpretation are natural characteristics of genuine handmade artwork.
Colours may also appear slightly different depending on screen settings, lighting conditions, ceramic materials, glazing, firing, or natural variations in handcrafted production.
These reasonable handmade variations make each piece unique and are not considered defects.
This does not affect your rights where a product is damaged, defective, incorrect, or materially different from the approved design or confirmed order details.
8. Consumer Rights
This Refund Policy is intended to operate alongside applicable consumer protection laws.
Nothing in this policy excludes, restricts, or limits any statutory right or remedy that cannot lawfully be excluded, restricted, or limited.
Consumer rights, cancellation periods, and return requirements may vary depending on your country or region, including rules relating to defective, damaged, or non-conforming goods.
9. Contact Us
If you have any questions about this Refund Policy, or if you need help with an order change, cancellation, return, replacement, damaged item, or refund, please contact us using the details below.