Returns & Refunds

Personalised items and your right to cancel

Every piece we make is personalised with your pet's name specifically for you. Under UK consumer law, personalised and made-to-order goods are exempt from the standard 14-day "change of mind" cancellation right that applies to off-the-shelf purchases. Once you've placed an order, we can't offer a refund simply because you've changed your mind.

If you spot a mistake in the details you submitted, contact us straight away — if production hasn't started yet, we can usually amend or cancel it for you.

If something's wrong with your order

This doesn't affect your legal rights. If your piece arrives faulty, damaged in transit, or not as described, you're entitled to a repair, replacement, or refund. Contact us within 14 days of delivery with a photo of the issue, and we'll sort it out — either a free replacement or a full refund, whichever makes sense.

If we made a mistake

If an engraving error is our fault — for example, it doesn't match what you submitted at checkout — we'll remake it free of charge.

Lost in transit

If your tracking shows a problem or your order hasn't arrived within a reasonable time of the shipping email, let us know and we'll chase it with the courier on your behalf.

How to get in touch

Email Colin@mfpm.co.uk with your order details and, where relevant, a photo — we'll get back to you as quickly as we can.