Refund policy

Returns, refunds, cancellations and withdrawal rights

Last updated: 20 September 2026

This policy explains how cancellations, returns, refunds and withdrawal requests are handled for orders placed with Petselfie.

How to request a cancellation, return or withdrawal

To request a cancellation, return or withdrawal, please use your customer account/orders page:

Cancel / withdraw from an order:
https://account.mypetselfie.co.uk/orders

You can also contact us at info@mypetselfie.co.uk.

Please include your name, order number, the email address used at checkout, and clear photos if the item is faulty, damaged, misprinted or incorrect.

Personalised and custom-made products

Most Petselfie products are made to order and may be personalised using details, wording, pet images, breed choices or other information supplied by you.

Personalised or custom-made items cannot normally be cancelled or returned simply because you changed your mind once production has started.

This does not affect your legal rights if your item is faulty, damaged, misprinted, incorrect or not as described.

Faulty, damaged, misprinted or incorrect items

Please inspect your order when it arrives. If your item is faulty, damaged, misprinted, incorrect or not as described, contact us as soon as possible at info@mypetselfie.co.uk.

If the issue is approved, we will arrange a replacement, refund or return instructions as appropriate.

Non-personalised items

For eligible non-personalised items, please request a return within 14 days of delivery.

Items must be unused, in their original condition and packaging, unless faulty.

EU customers and right of withdrawal

For eligible non-personalised goods delivered to customers in the European Union, you have the right to withdraw from the purchase within 14 days after receiving the final item in your order, without giving a reason.

The EU right of withdrawal does not normally apply to goods made to your specifications or clearly personalised.

Refunds

Approved refunds will be issued to your original payment method.

If a refund is due under withdrawal rights for an eligible item, we will process it within the required legal timeframe after receiving the returned goods or evidence that you sent them back, unless an exception applies.

Exchanges

We do not offer exchanges.

If there is a problem with your order, please contact us so we can help.

Return instructions

Please do not send items back without contacting us first.

If a return is approved, we will provide the correct return instructions.

For eligible non-personalised change-of-mind returns, the customer is responsible for return postage unless PetSelfie advises otherwise. This does not apply where an item is faulty, damaged, misprinted, incorrect or not as described.

Contact

Email: info@mypetselfie.co.uk