Returns & Refunds Policy
At Petmiz, every piece is personalized or handcrafted with care, with individual details that make it special. Please review the product information, your selections, and any customization details carefully before placing your order.
Returns & Exchanges
Because of the personalized or handcrafted nature of our products, we do not accept returns, exchanges, or refunds for change of mind. This includes deciding that you would prefer a different style, color, photo, or quantity after ordering.
This policy does not limit your rights concerning damaged, defective, incorrect, or undelivered goods under applicable law.
Personalized Orders: Previews, Cancellations & Changes
For personalized products, you can generate multiple previews free of charge before purchasing and choose a design you are happy with.
Please carefully check your selected preview, uploaded photo, spelling and all other customization details before placing your order.
Personalized orders enter our production workflow once placed, when our team begins working on your custom piece. We therefore do not accept cancellations or changes to personalized orders after placement, except where required by applicable law.
Damaged Products & Order Issues
Please inspect your order upon arrival. If your product arrives severely damaged, contact us so we can review the issue and arrange a refund or a remake and replacement, as appropriate.
If you receive an incorrect product, discover a production defect, or find that an item is missing, please contact us so we can investigate and determine the appropriate resolution.
Email support@petmiz.com with:
- Your order number.
- A brief description of the issue.
- Clear photos showing the affected product.
- Photos of the packaging and shipping label, where relevant.
Please retain the product and packaging while we review your request. After reviewing the issue, we will work with you to arrange a free remake and replacement or a refund, as appropriate.
Customization Details & Product Appearance
You are responsible for checking the photos, text, and selections you submit. Errors in customer-provided information are not production errors.
Digital previews illustrate your selected design. Minor differences in color, texture, or surface appearance may occur because of screen settings, materials, and production processes.
Handcrafted products may also have minor variations in texture, finish, or other details. These variations are distinct from defects or a product that materially differs from what you ordered.
If you believe there is a problem with your product, please contact us for review.
Delayed or Missing Orders
If your order has not arrived within the estimated delivery period, email support@petmiz.com with your order number. We will investigate the order and tracking status and advise you on the next steps.
If we cannot dispatch your order within the promised timeframe, we will notify you and provide the option to agree to a delay or cancel for a refund, as required by applicable law.
Refund Processing
Once a refund is approved, we will notify you by email and issue it to your original payment method within 10 business days, or sooner where required by applicable law.
Your bank or payment provider may require additional time to post the funds. If more than 15 business days have passed since approval and you have not received your refund, please contact support@petmiz.com.
Free Gifts
Free gifts are not eligible for returns, refunds, or free replacements if damaged, except where required by applicable law.
If a free gift included in your order is missing, please contact us at support@petmiz.com or through the live chat on our website with your order number. Once verified, we will send the missing gift at no additional cost.
Your Statutory Rights
Nothing in this policy excludes or limits consumer rights or remedies that cannot be excluded or limited under applicable law.
Contact Us
For questions about your order or this policy, email support@petmiz.com or contact us through the live chat on our website.