Refund policy
Please note that all our items are handmade and personalised to order and we do not accept returns, exchanges, or cancellations once your order has been placed.
Personalised Items – No Right to Cancel
Under the Consumer Contracts Regulations 2013, consumers do not have the right to cancel or return an order for goods that are:
- made to the consumer’s specifications, or
- clearly personalised.
As all of our products are made to order and/or personalised, we do not accept returns or offer refunds for change of mind, incorrect information provided by the customer (such as spelling errors or design details), or if the item does not meet subjective expectations (e.g. colour or layout preferences).
However, if your item arrives damaged or faulty please contact us within 14 days of receiving your order at moonpawtags@gmail.com with(order number, clear description of issue and photo evidence of the fault or damage).
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at moonpawtags@gmail.com.
Customer responsibility
Please ensure all personalisation details are correct at the time of ordering, We will create your item exactly as submitted, and cannot offer refunds or replacments for customer errors.
If you have any questions, please contact us at moonpawtags@gmail.com
Thank you for understanding and for supporting a small business!