Refund policy
Personalised, Custom-Made products
Due to the nature of personalised, custom-made, and made-to-order products, these items cannot be returned, exchanged, or refunded if you change your mind, order the wrong size, colour, or design, or make an error when providing personalisation details.
Please carefully review all personalisation information before placing your order.
Other products
We have a 30-day return policy for items that are non-personalised and haven't been custom made, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and accompanied by proof of purchase.
To start a return, please contact us at admin@mycraftydog.com. If your return is approved, we will provide instructions on where to send your item. Returns sent without prior approval will not be accepted. Buyers are responsible for all return shipping costs and must be returned using a trackable service.
Once the returned item has been received and inspected, any approved refund will be processed less the original shipping costs and any non-refundable payment processing fees incurred on the order.
European Union Consumers
If you are a consumer residing in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.
To exercise this right, you must notify us of your decision within 14 days of receiving the goods. Once your withdrawal request has been approved, the goods must be returned within 14 days.
The buyer is responsible for all return shipping costs and must use a tracked postal or courier service.
Exceptions: The right of withdrawal does not apply to personalised, custom-made, or made-to-order products that are manufactured to the customer's specifications. Such products cannot be cancelled, returned, exchanged, or refunded once production has commenced, except where required by applicable consumer protection laws.
Return Shipping Requirements
All approved returns must be sent using a postage or courier service that provides tracking. The buyer is responsible for obtaining and retaining proof of postage and tracking information until the return has been successfully delivered.
We are unable to process refunds for returned items that are lost, damaged, or not received in transit.
Damages and issues
Please inspect your order upon delivery and contact us within 3 days of receipt if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (non-personalised items only) , and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.