Refund policy

We want you to love what you receive. Because most of what we make is personalised with your pet's photo, name or engraving, the rules are a little different for personalised and non-personalised items. Here is how it works, in plain English.

Personalised and engraved items

Personalised and engraved items are made to order just for you. Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), goods made to the consumer's specifications or clearly personalised are exempt from the 14-day right of withdrawal. This means we can't accept returns of personalised items simply because you've changed your mind.

This does not affect your legal guarantee rights. If something arrives faulty, damaged or not as described, we will put it right. See "If something is wrong" below.

Changing your personalisation

You can change your personalisation details (photo, name, text) within 12 hours of placing your order, or at any time before you approve your proof, whichever is later. Just email us at care@glintpaw.com with your order number. Once production has started we can't make changes.

If something is wrong

As an EU customer you have a statutory legal guarantee of 2 years for goods that are defective or not as described. If your order arrives damaged or faulty, or doesn't match what you ordered:

  • Email care@glintpaw.com within 14 days of delivery, please, with your order number and clear photos of the problem (and of the packaging if it was damaged in transit).
  • We'll review it and either remake (reprint) the item or give you a refund. You won't pay anything for a fault that is ours.

Reporting within 14 days helps us sort things out quickly. It doesn't shorten your legal guarantee, and you can still contact us about a defect that appears later within the 2-year period.

Non-personalised items: 14-day right of withdrawal

For items that are not personalised, you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason.

  • To withdraw, send us a clear statement by email to care@glintpaw.com before the 14 days are up. You may use the EU model withdrawal form, but you don't have to.
  • Send the item back to us within 14 days of telling us. You pay the cost of return postage.
  • Please return the item unused and in its original packaging where possible. You may be responsible for any loss in value caused by handling the item beyond what is needed to check it.
  • We will refund the payment you made, including standard delivery costs, within 14 days of receiving your withdrawal notice. We may wait until we have received the item back (or proof that you have sent it). We refund using the same payment method you used.

Contact

Automaize Solutions Ltd (trading as Glintpaw). For order help, email care@glintpaw.com. Our registered business details are in the Legal Notice.