Refund & Exchange Policy
We want you and your pet to be happy with your purchase. Please read the following policy carefully before placing your order.
1. Customised Products
All customised products are made specifically according to the customer’s requirements, such as personalised pet portraits, name embroidery, custom cushions, custom phone cases and other personalised designs.
Due to the personalised nature of these products, customised products cannot be returned or exchanged for change of mind, incorrect size selection, or any other non-quality-related reason.
Please review all submitted information carefully before confirming your order. This includes your pet’s name, selected size, design details, colour and any other customisation requirements.
If a customised product arrives with a manufacturing defect or quality issue, please contact us so that we can review the situation and provide an appropriate solution.
2. Pet Clothing and Wearable Accessories
For health and hygiene reasons, pet clothing and wearable accessories that have been worn cannot be returned or exchanged for non-quality-related reasons. Worn items may carry infectious diseases, so we are unable to accept them for resale or exchange.
Please measure your pet carefully before placing an order and select the size according to our size chart.
Returns or exchanges due to incorrect size selection or change of mind may not be accepted for worn pet clothing or wearable accessories.
3. Other Products
For products that are not customised and are not pet clothing or wearable accessories, return or exchange requests must be submitted within 7 days of receiving the product.
To be eligible, the product must be unused, unworn and in its original condition, with all original packaging and tags included where applicable. Products that show signs of use, damage or alteration may not be accepted.
If the return or exchange is requested due to personal reasons, such as change of mind, incorrect selection or ordering the wrong item, the customer is responsible for the return shipping cost.
If the product is defective, damaged upon arrival or incorrect due to our error, please contact us as soon as possible with your order number and photos of the issue. We will review the case and provide an appropriate solution.
4. How to Request a Return or Exchange
Please contact us within the applicable period at support@petartspace.com, including the following information:
- Order number
- Product name
- Reason for the return or exchange
- Photos or videos showing the product and any issue, if applicable
Please do not send any product back before receiving confirmation from us. Unauthorised returns may not be accepted.
5. Refund Processing
Once the returned product has been received and inspected, we will notify you of the outcome. If a refund is approved, it will be issued to the original payment method. The time required for the refund to appear may vary depending on the payment provider or bank.
Original shipping fees are generally non-refundable unless the product is defective, damaged upon arrival or incorrectly sent due to our error.
Contact: support@petartspace.com
Last updated: Sep 13, 2026