Refund policy

We want you to love your Fetch & Fond keepsake. Because every item is personalised and made just for you, our returns policy works a little differently from a regular shop. Here's everything you need to know.

Faulty, damaged or incorrect items

If your keepsake arrives faulty, damaged, or not as you ordered (for example, a printing fault or the wrong product), we'll put it right with a free replacement or a full refund, whichever you prefer.

To report a problem:

Email us at hello@fetchandfond.co.uk within 30 days of receiving your order.
Include your order number and a short description of the problem.
Attach a clear photo of the item showing the fault or damage (and the packaging, if it was damaged in transit).

You won't need to send the item back unless we ask you to. If we do, we'll cover the cost.

Please check your preview

Before you order, you'll see a preview of your pet's portrait with their name. Please check the photo, the spelling of the name and the product options carefully. We print exactly what's shown, so we can't offer a replacement for spelling mistakes or a low-quality photo supplied at checkout. If we spot something that doesn't look right when we check your design, we'll get in touch before printing.

Lost parcels

If your tracked parcel hasn't arrived within 10 working days of dispatch, please let us know and we'll look into it with the courier. If it's confirmed lost, we'll send a replacement or give you a full refund.

Refunds

Approved refunds are made to your original payment method, usually within 5 to 10 working days of being approved, depending on your bank.

Your legal rights

This policy doesn't affect your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described, and you're entitled to a remedy if they're not.

Personalised items

All of our products are personalised with your pet's photo and name. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, items that are made to your specifications or clearly personalised are exempt from the usual 14-day right to cancel.

This means we can't accept returns or offer refunds if you simply change your mind, or if the item is correct but you'd prefer something different.

Changed your mind straight after ordering? Email us as soon as possible. If your order hasn't gone into production yet, we'll happily cancel it and give you a full refund. Once it's being made, we're unable to cancel it.