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Refund policy
Last updated: October 28, 2026
1. In short
- Personalized products are made just for you. We cannot take back or exchange them because you changed your mind.
- If something is wrong with your product, our 100% satisfaction guarantee applies: we send you a free reprint. If a reprint is not possible, we refund you.
- Report the problem with a photo within 30 days after delivery.
- If you do not like an item that is not personalized, tell us within 14 days after delivery. We refund it and you do not need to send it back (section 6).
- Prio+ is not refunded (section 2.3).
- Your rights under the laws of your province or territory always remain unaffected.
2. Our 100% satisfaction guarantee
2.1 We stand behind every product. If you have a valid complaint, we solve it quickly: we send you a free reprint of your product. If a reprint is not possible, we refund you instead.
2.2 A complaint is valid in particular if:
- the print is faulty, for example blurred, cut off, misaligned or in the wrong colours;
- the product has a production defect;
- the product was damaged during shipping;
- you received the wrong product, the wrong size or the wrong design;
- your design does not match the preview you approved;
- your parcel was lost (see section 4).
2.3 A refund covers the price of the affected product including taxes. If your whole order is affected, we also refund the shipping costs. We do not refund Prio+, even if we refund your whole order (see section 2.6 of our Terms of Service). Your statutory rights in section 7 remain unaffected.
2.4 You do not need to send the product back unless we ask you to. If we ask you to return it, we pay the return shipping.
3. How to report a problem
3.1 Contact us within 30 days after delivery at support@pet-printed.ca or through our contact form at https://pet-printed.ca/pages/contact.
3.2 Please include:
- your order number;
- a short description of the problem;
- a photo that clearly shows the problem (for shipping damage, please also include a photo of the packaging).
3.3 We reply as quickly as possible and confirm the next steps. A reprint is produced and shipped at no cost to you. A refund is issued to your original payment method within 15 days after we confirm it. Depending on your bank or card issuer, it can take a few more days until the amount appears on your statement.
3.4 The 30-day period applies to our guarantee. It does not shorten your statutory rights (see section 7). If you notice a defect later, please contact us anyway.
4. Parcel late or not delivered
4.1 If your parcel has not arrived within the delivery time in section 4 of our Shipping Policy, please contact us. We check the status with the carrier.
4.2 If your parcel has not been delivered within 15 business days after dispatch, we consider it lost. We then send you a free reprint. If a reprint is not possible, we refund you.
4.3 If the tracking shows the parcel as delivered but you have not received it, please check with your neighbours and your mailbox first and then contact us. We will look into it with the carrier and find a solution with you.
4.4 If the delivery failed because the address you entered was wrong or incomplete, section 8 of our Shipping Policy applies.
5. What the guarantee does not cover
5.1 Change of mind. Personalized products cannot be returned or exchanged because you no longer want them or chose the wrong size or option. The same applies if you ordered by mistake.
5.2 Errors in the content you provided and approved in the preview, for example spelling mistakes in names or dates or a low-resolution photo.
5.3 Small differences in colour or position between the screen preview and the printed product, as long as the design matches what you ordered.
5.4 Damage caused by normal wear, improper use or not following the care instructions.
5.5 Delivery problems caused by a wrong or incomplete address you entered (see section 4.4).
If you are unsure whether your case is covered, just ask us. We look at every case individually.
6. Items that are not personalized
6.1 Some items in our shop are not personalized, for example accessories that do not carry your design. If you do not like such an item, you can tell us within 14 days after delivery at support@pet-printed.ca.
6.2 We refund the price of the item including taxes within 15 days after your message. You do not need to send the item back.
6.3 If an item that is not personalized is defective or damaged, our guarantee in section 2 applies.
6.4 Prio+ is a service and not an item. It cannot be returned under this section.
7. Your statutory rights
7.1 This policy does not limit any right you have under the consumer protection laws of your province or territory or under federal law.
7.2 In particular, under the internet sales rules that apply in most provinces and territories, you may have the right to cancel your contract and receive a full refund, for example if:
- we do not deliver within 30 days after the delivery date we gave you (or, if we gave no date, within 30 days after your order);
- we did not give you the information we must provide before you order;
- we did not send you a copy of your contract within the time required by law.
The exact periods and conditions depend on the province or territory in which you live. To cancel, simply tell us by email at support@pet-printed.ca. If you cancel under these rules, we refund you within 15 days. If you need to return a product in that case, we tell you how and, where the law requires it, we pay the return costs.
7.3 If you paid by credit card and we do not refund you as required after a lawful cancellation, you may also ask your credit card issuer to reverse the charge.
7.4 The statutory warranties also apply: your product must be of acceptable quality, fit for its purpose, durable for a reasonable time and as described.
8. Changes and cancellation after you order
We start preparing your personalized order for production as soon as you place it. You therefore cannot change or cancel your order once it has been placed. Your statutory rights to cancel described in section 7 remain unaffected. Details are in section 8 of our Terms of Service.
9. Contact
Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany
Phone: +49 911 47738770
Email: support@pet-printed.ca
Contact form: https://pet-printed.ca/pages/contact