Refund policy

Returns & Refunds

Custom and personalised products

Products made to your individual specifications, including sculptures carved from your pet’s photos and personalised engraving, cannot be returned simply because you change your mind, except where mandatory consumer law provides otherwise. Your rights concerning faulty, damaged or misdescribed goods still apply.

Cancelling a custom order

You may cancel a custom order for a full refund if you send your cancellation request within 24 hours of placing the order and production has not started. Email deeee.wang@gmail.com with your order number. Outside these conditions, we do not offer change-of-mind cancellations for custom orders, subject to your statutory rights.

Non-personalised products

You may cancel an order for a non-personalised product before delivery or within 14 days after receiving it, without giving a reason. Notify us by email or post using a clear statement of cancellation. Send the item back within 14 days after notifying us.

You are responsible for the direct return postage costs when returning a non-personalised product because you have changed your mind. Our UK return address is shown on our Contact information page. Please package your return securely.

Inspection and refunds

We will inspect returned items. You may unpack and reasonably examine an item as you would in a shop. If handling beyond what is necessary to establish the item’s nature, characteristics and function has reduced its value, we may deduct that loss in value from your refund where permitted by law.

Refunds for returned non-personalised goods will be made without undue delay and within 14 days of receiving the goods or proof that you sent them back, whichever is earlier. Refunds for non-personalised orders cancelled before dispatch will be made within 14 days of your cancellation notice.

Refunds use the original payment method unless otherwise agreed. Any standard delivery charge you paid will be refunded. Any extra cost for a delivery option above standard delivery is not refundable for a change-of-mind cancellation.

Faulty, damaged or incorrect items

Please contact deeee.wang@gmail.com with your order number and details of the issue, including photos where possible. We will provide the remedy required by applicable consumer law and cover any necessary return postage for these issues. Your statutory consumer rights are not affected by this policy.

Cancellation form

You may use this form, but you do not have to. Send it to oat and paw at deeee.wang@gmail.com or by post to the address on our Contact information page.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: __________
Ordered on / received on: __________
Name of consumer(s): __________
Address of consumer(s): __________
Signature of consumer(s) (only if sent on paper): __________
Date: __________