Refund Policy
Last updated: July 2026
1. Personalised products and the 14-day withdrawal right
Under EU consumer law you normally have a 14-day right of withdrawal. However, goods made to the consumer's specification, such as a PawMug sculpted from your pet's photos, are legally exempt from this right (Directive 2011/83/EU, art. 16(c)). This means a finished, fault-free PawMug cannot be returned simply for a change of mind. We're upfront about this before you buy.
2. Our craftsmanship guarantee
That said, we never leave you with a piece you don't love. If your PawMug arrives damaged, defective, or the sculpture clearly doesn't match the photos you sent, contact us within 14 days of delivery with photos and we will repair, remake or replace it free of charge.
3. Cancelling before production starts
You can cancel your order for a full refund as long as our artists haven't started sculpting, usually within 24 hours of ordering. Contact us as soon as possible with your order number.
4. Damaged or lost in transit
Every PawMug is packed by hand with protective material. If yours still arrives broken, send us a photo of the damage and the packaging and we'll ship a remade replacement at no cost. Parcels lost by the carrier are remade or refunded in full.
5. Refund processing
Approved refunds are issued to the original payment method within 5–10 working days of confirmation.