Refund policy
Returns & Refunds
Every HugMyPet item is made to order using the photo and details you provide. Please read this page before you order.
Personalised products
Because each item is personalised to your specifications, it is excluded from the standard 14-day right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(c)). This means we cannot accept a return simply because you changed your mind.
This does not affect your statutory rights if an item arrives damaged, faulty, or different from what you ordered.
If something is wrong with your order
Email us at hugmypet.store@gmail.com within 30 days of delivery, with your order number and clear photos of the problem. We will replace the item free of charge, or refund you in full, if:
- the item arrived damaged or with a manufacturing defect;
- the print is misaligned, blurred, or shows the wrong design;
- you received the wrong item or the wrong size.
Please keep the item and its packaging until the issue is resolved.
Check your preview
You see a preview of your design before adding the item to your basket. The printed product reproduces the image you approve, so please check it carefully.
Changes and cancellations
Production starts quickly. If you need to change or cancel an order, email us within 2 hours of placing it and we will do our best. Once production has started, an order cannot be changed or cancelled.
Lost or delayed parcels
If your parcel has not arrived within 30 days of dispatch, contact us. We will investigate with the carrier and either replace your order or refund it.
Refunds
Approved refunds are issued to your original payment method within 14 days. Where the fault was ours, we also refund the original shipping cost.
Questions? Write to hugmypet.store@gmail.com and we will reply within 1-2 business days.