Hearth Pets — Custom Products Refund & Return Policy

At Hearth Pets, we believe every pet is one of a kind — and the little things made especially for them should be too. ♡

Because our personalised products are made specially for you and your beloved pet, each custom order is created just for you and cannot be resold to another customer.

Personalised & Custom-Made Products

All personalised and custom-made products are non-returnable and non-refundable simply because you change your mind, choose the wrong option, or no longer want the item.

This includes products made with your pet’s name, personalised text, selected colours, designs, sizes, or other custom details.

Before placing your order, please take a moment to check that all personalised information — especially your pet’s name, spelling, size and chosen options — is correct. Once your personalised product has been made, we are unable to accept returns due to changes of mind or incorrect information provided when ordering.

Quality Issues

We want every little Hearth Pets package to arrive safely and beautifully.

If your personalised product arrives damaged, defective, or has a genuine quality issue, please contact us within 30 days of receiving your order.

Please email us with:

• Your order number
• A brief description of the issue
• Clear photos or videos showing the problem

Once we receive the details, we will review the issue and, where appropriate, arrange a suitable solution such as a replacement or refund.

Something Doesn't Look Quite Right?

We understand that handmade, personalised, or individually prepared products can sometimes have small variations. These little differences do not necessarily mean that your product is defective.

However, if you believe there is a genuine manufacturing or quality problem, please don't hesitate to reach out. We'd much rather hear from you and make things right.

A Little Hearth Pets Promise ♡

Every order is made with the hope that it will become a small part of your pet's everyday life — something useful, personal, and made with love.

While personalised items cannot be returned simply because you change your mind, we stand behind the quality of what we make. If something has gone wrong with your product, please give us the opportunity to help.

Thank you for choosing Hearth Pets and for letting us create something special for your furry family member. ♡

Contact:
If you have any questions about a return, replacement, or quality issue, please contact us through the contact details provided on our website.