Return & Refund Policy

1. Personalised items are non-refundable

Every product we sell is personalised and made specifically for you, so it cannot be resold. Personalised products are not eligible for return, exchange or refund: not for a change of mind, not for an ordering mistake in the text, name, photo or options you supplied, and not for a preference about colour, size or style that matches the product description. Please check the live preview and your spelling before you order. The only cash refunds we issue are for orders cancelled before production (section 4) and for orders we cancel ourselves.

2. What we always make right

Instead of refunds, we remake. If any of the following happens, we produce and ship a replacement at no charge:

• The item arrives damaged or defective.
• The item does not match the personalisation you entered (for example a misspelling that was not in your order, the wrong photo, or the wrong design).
• The wrong item was sent, or the order never arrives and the carrier confirms it was lost.

3. How to make a claim

Email support@happypetgifts.com within 30 days of the delivery date with your order code, a short description, and clear photos of the item (and the packaging, if damaged). We usually respond within 2 business days. In most cases you do not need to send anything back; if we do ask for a return, we provide a prepaid label. Claims made after 30 days, or without photos, may be declined.

4. Cancellations and changes

Because we start production quickly, you can cancel or change an order only before it enters production. Orders are sent to production once each business day, so please email support@happypetgifts.com as soon as possible, ideally within a few hours of ordering, with your order code and the change you need. Once an order is in production we cannot cancel or alter it. Orders cancelled before production are refunded in full.

5. Refunds

Personalised products are non-refundable; problems are resolved with a replacement (section 2). Where a refund does apply (an order cancelled before production, or an order we cancel), it goes back to the original payment method within 5 business days of approval; your bank or card issuer may take a further 5 to 10 business days to show the credit. Discount codes, gift cards and promotional value cannot be refunded as cash.

6. Chargebacks

Please contact us before disputing a charge with your bank; we resolve almost everything directly and faster. Chargebacks filed for orders that were delivered as described may be contested with the order, production and tracking records, and we may decline future orders from customers who file unjustified disputes.

7. Your statutory rights

Nothing in this policy limits the rights you have under the consumer protection laws that apply where you live. Questions: support@happypetgifts.com.