Last updated: 3 August 2026
We want every Paws-For-Thought keepsake to be handled with care. If something is wrong with your order, contact us promptly and we will review it fairly.
Personalised items
Most products are made to your specifications using a photograph, name, dates or wording. Personalised goods usually cannot be returned simply because you change your mind. This exception does not remove your statutory rights.
Faulty, damaged, incorrect or misdescribed goods
If an item arrives faulty, damaged, incorrect, not as described or otherwise does not conform to the contract, contact us as soon as reasonably possible. Include the order number, an explanation and clear photographs of the item and packaging where relevant.
Depending on the circumstances and your legal rights, the appropriate remedy may be a repair, replacement, price reduction or refund. Nothing in this policy limits rights under the Consumer Rights Act 2015.
Customer-supplied details
Please check names, dates, wording, delivery details and photographs before paying. If an item accurately reflects the information you supplied, we may not be able to refund a customer-supplied spelling, wording or image-quality issue. We still manually review obvious suitability and print-layout problems before production.
Changes and cancellations
Contact us immediately if you need a change. We will try to help while the order is awaiting manual review. Once the Printful draft has been confirmed for production, changes or cancellation may not be possible.
How to report a problem
Use the Contact Us page or email andy@paws-for-thought.co.uk. We will explain any evidence, return or collection arrangements required. Do not return an item without contacting us first.
Refunds
If a refund is agreed, it will normally be made to the original payment method. Processing time after approval can depend on the payment provider. We will not charge return postage where UK law requires us to bear that cost.