Refund policy

Last updated: 15 July 2026

Every PetCup mug is made to the customer’s specifications using the submitted photo, name and personalisation choices. This policy explains when an order may be cancelled and what happens if a product is damaged, defective or incorrect.

Personalised products and right of withdrawal

The standard 14-day right of withdrawal does not apply to goods made to a consumer’s specifications or clearly personalised. PetCup mugs are created specifically for each customer using their submitted content and choices.

This exception concerns change-of-mind cancellations and returns. It does not affect your legal rights if the product is faulty, damaged, incorrect or otherwise not in conformity with the contract.

Cancellation before design approval

As an additional voluntary cancellation policy, you may cancel your order at any time before approving the design preview.

To cancel, email support@petcup.shop with your order number. If the order is cancelled before approval, we will issue a full refund to the original payment method.

After design approval

Once you approve the design preview, production begins immediately. Change-of-mind cancellations, returns and exchanges are therefore not accepted after approval.

Please review the preview carefully before approving it. If you want a change, reply to the preview email before giving your approval.

Damaged, defective or incorrect products

If your mug arrives damaged, defective, incorrect or materially different from the design you approved, please contact support@petcup.shop as soon as reasonably possible.

Please include:

• your order number;
• a description of the problem; and
• clear photographs of the product and packaging, where reasonably possible.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may be a replacement, price reduction or refund. We will cover necessary return or replacement costs where required by law.

Do not send a product back before contacting us. If a return is necessary, we will provide instructions.

Unsuitable customer photos

If the submitted photo is not suitable for a good result, we will contact you before production and ask for another photo. If we are unable to produce a suitable design, we may cancel the order and issue a full refund.

Refund processing

Approved refunds are issued to the original payment method. After a refund has been issued, the time required for it to appear in your account depends on your bank or payment provider.

Contact

For cancellation, return or refund questions, email support@petcup.shop. Please include your order number so we can assist you efficiently.

Seller and business information is available in our Legal Notice.