Refund policy
1. Introduction
Thank you for choosing Petsonamade.
As all our products are custom-made to your specifications, we follow a fair and transparent return policy that protects both our customers and our craftsmanship. Each order is made with care, and we kindly ask that you review this policy before purchasing.
2. Customised Products
Since every customised item is made to order, we are unable to accept returns, cancellations, or exchanges unless the item arrives faulty or defective.
Please ensure that all personalisation details (names, photos, messages, etc.) are correct before submitting your order, as production begins shortly after confirmation.
3. Damaged Items During Transit
If your order arrives damaged or defective, please contact us within 48 hours of delivery and provide the following:
- Clear photos of the damaged item
- Photos of the outer packaging and shipping label
Once verified, we will arrange one of the following resolutions:
- A replacement of the same item, or
- A refund based on the assessed value of the order
We aim to resolve all verified cases promptly and fairly.
4. Contact Us
For any return or refund enquiries, please reach out to our customer support team:
📧 Email: support@petsonamade.com
Our team will be happy to assist you and respond to all messages within 24 business hours.
5. General Notes
- Returns or refunds are not accepted for reasons unrelated to production faults or shipping damage (e.g., personal preference or incorrect order details).
- We reserve the right to request additional documentation (such as photos or videos) to verify claims before processing a replacement or refund.
- By placing an order, you acknowledge and agree to the terms outlined in this policy.
Thank you for your understanding and cooperation.
We truly appreciate your trust in Petsonamade and your support for handmade craftsmanship.
Last Updated: September 27, 2025