Refund policy

Returns & Refund Policy

Last updated: 25 July 2026

We want every customer to be delighted with their order. As our products are individually created and personalised, our returns policy differs from that of standard retail products.

Please read this policy carefully before placing your order.

1. Personalised & Made-to-Order Products

Every design is created specifically for you using the photographs and information you provide.

Under the Consumer Contracts Regulations 2013, personalised and custom-made goods are generally exempt from the standard 14-day cancellation period.

This means that once production has begun, you cannot cancel or return your order simply because you have changed your mind.

2. Artwork Approval

Where applicable, we will provide you with a digital proof of your artwork before production begins.

Please check your proof carefully, including:

  • Your pet(s)

  • Any names or personalised wording

  • Layout and positioning

  • Colours

  • Overall design

By approving your artwork, you confirm that you are happy for production to begin.

Once artwork has been approved and production has started, changes, cancellations or corrections may no longer be possible.

We cannot accept responsibility for errors that were visible on an approved proof.

3. If There Is a Problem With Your Order

If your order arrives:

  • damaged,

  • faulty,

  • incorrect,

  • or significantly different from what was agreed,

please contact us within 14 days of receiving your order.

Please email:

info@chloesclassiccrafts.com

To help us investigate your claim, please include:

  • your order number,

  • a description of the problem,

  • clear photographs showing the issue.

4. Refunds, Repairs & Replacements

If we confirm that your order is faulty, damaged or incorrect, we will offer an appropriate solution.

Depending on the circumstances, this may include:

  • a replacement,

  • a repair (where appropriate),

  • a partial refund,

  • or a full refund.

Approved refunds will always be returned to your original payment method.

5. Return Shipping

Please do not return any items without contacting us first.

If we ask you to return a faulty or incorrect product, we will provide instructions and, where appropriate, cover the reasonable cost of return postage.

6. Artwork, Printing & Colour Variations

Every commission begins as an original hand-painted watercolour artwork.

Once completed, the artwork is professionally digitised in order to create the final fabric design before it is printed onto your chosen material.

Because of this process:

  • colours may appear differently on different screens,

  • printed fabric may differ slightly from the original painted artwork,

  • small colour variations between print batches may occasionally occur,

  • slight variations in print position or fabric texture are normal manufacturing characteristics.

These variations are an expected part of creating handmade and professionally printed products and are not considered faults.

7. Customer Responsibilities

Before placing your order, please ensure that:

  • any uploaded photographs are clear and suitable for creating your artwork,

  • you have permission to use any photographs you submit,

  • names, spellings and other personalised details are correct,

  • your delivery address is accurate.

We cannot accept responsibility for delays or additional costs caused by incorrect information supplied by the customer.

8. Lost or Delayed Deliveries

If your parcel appears to have been lost or is significantly delayed, please contact us as soon as possible.

We will work with the delivery company and, where relevant, our production partner to investigate the issue and arrange an appropriate solution.

9. Contact Us

If you have any questions about this policy or believe there is a problem with your order, please contact us:

Email: info@chloesclassiccrafts.com