Returns

Last updated: 9 September 2026

You approve it before we print. If none of our designs feels right, we refund your money.

You pay when you place your order. We then prepare the portrait and send you a preview so you can request changes. We do not manufacture your personalised product until you approve the design.

If you do not approve any proposal

If none of our proposals feels right and you decide to cancel before approving the design and before manufacture, we immediately process a full refund of your order, including any shipping charges paid. Email [email protected] with your order number. We refund the original payment method. The time for the money to reach your account depends on your bank or payment provider and may take several days; we cannot guarantee an instant credit.

If your product is defective, damaged or incorrect

Contact us if your product has a manufacturing or printing defect, arrives damaged or does not match what you ordered. Once we have checked the issue, you may choose a refund or a free replacement. Your statutory rights relating to lack of conformity remain unaffected.

When to report an issue

• Defects, damage or printing errors: report them as soon as possible and within 30 days of receipt.
• Lost packages: contact us as soon as possible and within 30 days of the estimated delivery date.

These timeframes help us handle the issue with our production provider, Printful. They do not limit the statutory guarantee or exclude claims that remain valid under the law. Petecoart is responsible for customer service and resolving your order.

How we resolve it

1. Email [email protected] with your order number and a description of the problem. For defects or damage, attach clear photographs of the item and, where relevant, the packaging.
2. We will review the issue and explain the solution. For defects in products manufactured by Printful, photographs are usually sufficient and returning the item is not normally necessary. Do not send anything back without our instructions.
3. If a return is needed because of a defect or lack of conformity, it will be free of charge. We will provide the relevant instructions.

When we process your refund

If you cancel because you do not approve any proposal, we process the refund immediately. For issues with a delivered product or shipment, we process it as soon as a refund is confirmed as the solution, without requiring return tracking when the item does not need to be returned. The time for the credit to appear depends on your bank or payment provider.

Changes of mind after approving the design

Clearly personalised products are exempt from the statutory right of withdrawal for a change of mind. Once the product has been approved and manufactured, we do not offer returns because of a change in taste or a size or colour chosen incorrectly by the customer. This does not affect our guarantee before approval or your rights if we deliver something different from what was agreed, defective or non-conforming.

Please also read our terms of sale. For any questions, email [email protected].