Returns & Refunds

Last updated: October 13, 2026

Every item is made just for you from your own photo, so we can’t resell it, and we can’t accept returns or exchanges for a change of mind. But if something is wrong with your order, we’ll make it right with a free remake or a full refund, and you won’t need to send the item back.

At a glance

  • Damaged, defective, misprinted, wrong or lost item: free remake or full refund, your choice.
  • Time limit: contact us within 30 days of the delivery date.
  • No return needed: just send us photos. You don’t need to ship anything back unless we ask.
  • Change of mind: not eligible for a return, exchange or refund, because every item is personalized.
  • Cancel or change your order: possible within 12 hours of ordering, before production starts.

1. When we remake or refund your order

We’ll remake your item free of charge or refund it in full if it:

  • arrives damaged, for example a chipped or cracked mug, a broken ornament or a torn blanket;
  • has a manufacturing defect, such as a print that is clearly faded, smudged, misaligned or peeling, or a seam that comes apart under normal use;
  • was made with an error on our side, such as the wrong photo, design, size or color, a name we spelled differently from what you typed at checkout, or part of your cat cut off when it was fully visible in your photo;
  • isn’t what you ordered, or your order is missing an item; or
  • was lost in transit (see our Shipping Policy).

You choose whether you’d like a remake or a refund. A remake ships free, using the same shipping method as your original order.

2. What isn’t covered

Because each item is made to your specifications, we can’t offer a remake or refund for:

  • a change of mind, or an order placed by mistake that wasn’t canceled within 12 hours;
  • details you entered at checkout, such as a misspelled name or the wrong size, color or photo, when we made the item exactly as ordered;
  • limits of the photo you provided (such as blur, low resolution, dark lighting or parts of your cat missing from the photo), if we warned you before printing and you asked us to go ahead;
  • normal differences between the AI preview or our product images and your finished item. The preview is an illustration only, our designers create the final artwork from your original photo, and every screen shows colors a little differently;
  • normal wear and tear, or accidental damage after delivery; or
  • a claim made more than 30 days after the delivery date.

Not happy for another reason? Please contact us anyway. We review every request individually and will do what we reasonably can.

3. How to request a remake or refund

  1. Email support@personalizedcatgifts.com within 30 days of delivery and include your order number.
  2. Briefly describe the problem and attach clear photos: the whole item, a close-up of the problem and, for shipping damage, the box and shipping label.
  3. We usually reply within 1 business day. Once your request is approved, we start your remake or issue your refund. Please keep the item until your request is resolved, in case we need another photo.

4. Cancellations and changes

  • You can cancel your order or change it (photo, name, text, size, color or design) within 12 hours of placing it. Email support@personalizedcatgifts.com with your order number.
  • After that, your design has usually been prepared and sent to production, so the order can’t be canceled or changed. If production hasn’t started yet, we’ll still try to help.
  • Shipping address changes are possible until your order ships.
  • If we contact you about a problem with your photo, you can also choose to cancel for a full refund at that point instead of continuing.

5. How refunds work

  • Approved refunds go back to your original payment method (your PayPal account or the card you used). Most banks show the refund within 5–10 business days, depending on your card issuer or payment provider.
  • Standard shipping is free, so there are no shipping charges to refund, and remakes ship free too.
  • If only part of an order is affected (for example, one item in a multi-item order), we remake or refund the affected item.
  • If a discount was applied to your order, the refund is based on the price you actually paid.

6. Payment disputes

If there’s a problem with your order, please contact us first. We can usually fix it much faster than a bank dispute, which can take weeks. If you do open a chargeback or a payment dispute, we’ll share your order details, photos and our messages with your bank or payment provider so they can review it. You can still contact us at any time to resolve the problem directly.

This policy doesn’t limit any rights you have under applicable consumer protection laws, including any implied warranties that can’t be excluded under the law of your state.

Please don’t mail items to our business address unless we ask you to.