Refund policy

To submit a request for a return, a replacement, or a refund, you will need to complete a return and refund request form within 7 days of receiving your item.

1. Overview

RememPaw products are personalised, made using your own photos, names and dates. Because of this, we handle refunds and returns differently from non‑personalised items.

By placing an order with us, you agree to this policy and to any mandatory consumer rights that apply in your country (including UK, EU and US laws on faulty or misdescribed goods).

2. Personalised items (cooling‑off / change‑of‑mind)

Under UK and EU distance‑selling rules, customers normally have a 14‑day “cooling off” period for online purchases, but this DOES NOT apply to goods that are made to the consumer’s specifications or clearly personalised

Because each RememPaw lamp is custom‑made with your photos and text we cannot accept returns or give refunds if you:

  • change your mind,
  • choose the wrong photos, 
  • submit incorrect spellings, names or dates,
  • submit a return or refund request form later than 7 days after you have received your item.

3. Faulty, damaged or incorrect items

Please double‑check all details before you place your order.

If you notice an error immediately after ordering, please contact us right away. If production has not started, we’ll do our best to amend your order, but we cannot guarantee changes once work has begun. If the work has begun, we regret that a refund nor a replacement can be provided. 

Regardless of where you live, you are always entitled to a remedy if your item is faulty, damaged, or not as described.

  • You may be eligible for a repair, replacement or refund if:
    • Your order arrives damaged or broken.
    • The lamp or engraving has a manufacturing defect.
    • The personalisation on the product does not match the details you submitted (our error).
    • The item you receive is not as described in the product listing.

If any of the above apply, please complete a return and refund request form within 7 days of delivery with:

  • Your order number.
  • A clear description of the problem.
  • Photos of the item and packaging (and the defect or damage).

Once we review your case, we will, depending on the circumstances and local law:

  • Send a free replacement, or
  • Offer a repair where appropriate, or
  • Provide a full or partial refund to your original payment method.

We may decline or limit a remedy if evidence is insufficient or if the problem appears to be caused by misuse or damage after delivery.

4. Lost or non‑delivered orders

If your tracking shows “delivered” but you have not received the parcel, or your order is significantly delayed:

  • Check with neighbours and your local delivery office.
  • Contact us with your order number so we can investigate with the carrier.

If the carrier confirms the parcel is lost or undelivered, we will send a free replacement or issue a refund, depending on your preference and availability.

5. Order cancellations

Because personalised items enter production quickly orders can usually only be cancelled within 2 hours of purchase provided production of your item has not started. After this point, we cannot guarantee cancellation or a full refund.

To request cancellation, contact us with your order number and write “Cancellation Request” at the top of the message.

6. Returns shipping

 If a return is required we will provide return instructions and, where required by law or agreed by us, a prepaid return label.

We do not reimburse shipping costs you incur without our prior written approval.

7. Non‑refundable items

Unless they arrive faulty, damaged, or not as described, personalised items are not eligible for return or refund.

Items returned without submitting a return and refund request form, and/or without waiting for a reply to a previously submitted return and refund request form, are also non eligible.

Gift cards are not eligible for a refund or return.

A return and refund request form submitted later than 7 days after you have received your delivery will not be approved.

8. Processing time for refunds

Once a refund is approved, we aim to process it within 7 days, back to your original payment method. As times may vary depending on your bank or card provider, we ask that you allow 14 days.

9. How to contact us

For any questions about refunds, returns or replacements, please contact us.

Include your full name, order number and as much detail as possible so we can help quickly.