Refund & Returns

Our refund & returns promise

We make every Paw & Thread piece to order, which means we don't hold stock — but we also stand behind every order. If something isn't right, our UK team will put it right. This page sets out your rights under UK consumer law and our own straightforward returns process.

Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer, including the right to receive goods that are of satisfactory quality, as described, and fit for purpose. For full details, see gov.uk consumer rights.

Personalised items

Because every piece is personalised with your pet's portrait, made-to-order items are exempt from the standard 14-day cancellation right once production has begun — personalisation makes the item a bespoke order. However, if your order is faulty, damaged, or not as approved in your artist preview, we will put it right at no cost to you.

Faulty or damaged orders

If your order arrives faulty, damaged, or materially different from the artist preview you approved, contact us within 14 days of delivery with a photo and your order number. We will arrange a free replacement or a full refund, including return shipping where applicable. See our contact page.

The artist approval window

Every order includes a 48-hour artist approval window. We render your portrait, send a preview, and wait for your sign-off before production. Because you approve the artwork before we make it, the finished piece matches what you signed off — which is why approval matters. See our how it works page.

Change your mind

If you change your mind before approving your artist preview, you can cancel for a full refund at any point before approval — no questions asked. Once you approve and production begins, the made-to-order exemption applies.

Returns process

To start a return, contact us with your order number and a description of the issue. We'll reply within 1–2 business days with the next step — a replacement, a refund, or a prepaid return label depending on the case. Approved refunds are issued to the original payment method within 5–10 business days.

Delivery issues

If your order is lost in transit or arrives late due to the carrier, contact us and we'll chase it with the carrier and arrange a replacement or refund. See our shipping & delivery page.