Returns, refunds and our guarantee

Last updated 31 October 2026

We want your mug to be something you're glad to hold every morning. If something goes wrong with it, we will put it right.

Our guarantee

If your mug arrives damaged, misprinted or faulty, email a photo of it to support@petkeepsakeco.com within 30 days of delivery. We will send you a free replacement or a full refund. You choose which.

• One clear photo of the problem is usually enough. Please include your order number if you have it.
• You don't need to send the mug back.
• Replacements are printed from the same design you approved and shipped free.

If your order doesn't arrive

If tracking shows no movement for 10 business days, or your parcel never arrives, email us and we will reprint it or refund you in full.

Change of mind

Every mug is made just for you, from your own photo and your pet's name, so we can't take it back or refund it if you simply change your mind. That is why we show you the exact design on the mug before you pay, and why you can try a few free designs before you decide.

If you notice a mistake after ordering, reply to your order confirmation email within 2 hours and we will fix it before it goes to print.

None of this affects your legal rights.

How refunds are paid

Refunds go back to the card or wallet you paid with (card, Apple Pay or Google Pay, all through Stripe). It can take a few business days to show up, depending on your bank.

Questions

Email support@petkeepsakeco.com. We aim to reply within 1 business day. See our contact page for more.