Refund & Return Policy

At Soul Pet Studio, each piece is custom made with care, often based on your pet’s photo and personalized requirements. Because of the custom nature of our products, our refund and return policy is different from that of standard non-personalized retail items.

If you have any questions before ordering, please contact us at:

Email: [email protected]
WhatsApp: +44 7740530337

1. Custom and Personalized Orders

Most of our products are made to order and personalized based on the photos, preferences, and instructions you provide.

For this reason, we generally do not accept returns, exchanges, or cancellations for change-of-mind reasons once production has started. Personalized and custom-made goods are commonly exempt from the standard online cancellation right. This does not affect your legal rights if an item is faulty, damaged, or not as described.

2. Order Cancellation

Before production starts

If you need to cancel your order, please contact us as soon as possible.

If production has not started, we may approve the cancellation and issue a full or partial refund, depending on:

  • payment processing costs already incurred;
  • design preparation already completed;
  • any materials or labor already committed to your order.

After production starts

Once drawing, sculpting, felting, carving, design work, or other custom production has materially begun, cancellations may be refused or only partially refunded.

3. Returns and Exchanges

Because our items are custom made, we do not accept returns or exchanges simply because:

  • you changed your mind;
  • you no longer want the item;
  • you expected a result different from the approved style or agreed customization;
  • you entered an incorrect preference, name, size, or shipping detail and did not notify us in time.

Minor differences in color, texture, handmade detail, proportion, or artistic interpretation are a normal part of handcrafted custom work and do not automatically qualify as defects.

4. Damaged, Faulty, or Incorrect Orders

If your order arrives:

  • damaged in transit,
  • materially defective,
  • or clearly different from what was agreed,

please contact us within 7 days of delivery at:

Email: [email protected]
WhatsApp: +44 7740530337

Please include:

  • your order number,
  • a brief description of the issue,
  • clear photos of the item,
  • photos of the packaging and shipping label, where relevant.

If we confirm that the item is damaged, faulty, or materially incorrect, we may offer one of the following remedies, depending on the situation and applicable law:

  • a repair,
  • a replacement,
  • a partial refund,
  • or a full refund.
    Consumers’ legal rights for faulty or misdescribed goods cannot be excluded by store policy.

5. Return Approval Required

Please do not send any item back without contacting us first.

If a return is approved, we will provide return instructions. Unauthorized returns may be refused.

6. Refund Processing

If a refund is approved, it will be issued to your original payment method unless otherwise agreed.

Where a refund is legally due, it will be processed without undue delay and, where applicable, within the time required by law. UK guidance commonly refers to 14 days in relevant refund situations.

Please note that your bank, card issuer, or payment provider may take additional time to post the refund to your account.

7. Customer Responsibilities

To help avoid problems with custom orders, you are responsible for:

  • providing clear and accurate pet photos;
  • checking all customization details before approval;
  • responding promptly if we contact you for confirmation;
  • providing a complete and correct shipping address.

We are not responsible for issues caused by:

  • low-quality or unclear reference photos;
  • incorrect information submitted by the customer;
  • delays caused by late customer replies;
  • shipping issues resulting from an incorrect address provided at checkout.

8. Shipping Damage and Delivery Issues

If your package appears damaged on arrival, please take photos before opening, if possible.

If a package is delayed, lost, or affected by customs, local carrier issues, weather, or other events outside our control, we will do our best to assist, but delivery time guarantees are not provided unless clearly stated otherwise.

9. Contact Us

For any refund, return, or order issue, please contact us first:

Soul Pet Studio
Email: [email protected]
WhatsApp: +44 7740530337

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