Refund & Return Policy

We stand behind every order. If you’re not 100% happy with your purchase, we will reprint your custom item, replace your product, or issue a refund — your choice — within 30 days of delivery, subject to the conditions below.

Eligible for refund or replacement

• Item arrives damaged, defective, or materially different from what you ordered.
• Pet care products returned unopened and in original packaging within 30 days.
• An order we shipped to the wrong address or never delivered (carrier-confirmed lost).

Not eligible

• Custom / personalised products that were made correctly from the design and photo you approved (we cannot resell items featuring your pet).
• Digital downloads once the file has been accessed/downloaded, except where required by law.
• Items returned more than 30 days after delivery.
• Items returned in used, washed, or significantly altered condition.

1. Email hello@petnicstudio.com within 30 days of delivery with your order number and (for damaged items) clear photos of the issue.
2. Our team will review and reply within 2 business days with next steps and, where applicable, a prepaid return label.
3. Pack the item securely in its original packaging and ship it back within 14 days of receiving the return label.

Do not return items without first contacting us — unauthorised returns may not be processed.

Once we receive and inspect your return (or approve a no-return refund for damaged items), we will process your refund within 3-5 business days to your original payment method via Stripe. Depending on your bank, the refund may take a further 5-10 business days to appear on your statement.

Original shipping fees are non-refundable except where the return is due to our error.

If your item arrives damaged or defective, please email us within 7 days of delivery with photos. We will reprint or replace the item at no cost to you — no need to return the damaged item in most cases.

Custom products enter production quickly. To change or cancel an order, contact us within 4 hours of placing it. After that, production may have started and we may not be able to alter the order. Pet care product orders can be cancelled until they ship.

For size or product-type exchanges on apparel and pet care products, follow the same process as a return. Once we receive the original item, we’ll ship the replacement at no additional cost (one exchange per order).

If you haven’t received a refund within 15 business days of our confirmation, please check with your bank, then contact us at hello@petnicstudio.com and we will investigate immediately.

For any return, refund or exchange question, email hello@petnicstudio.com. We aim to respond within one business day.