Refund Policy

1. Introduction

At Haven & Whiskers, every product is individually created and personalised specifically for each customer. As a result, our refund policy differs from that of standard retail products. Please read this policy carefully before placing your order.

2. Personalised Products

Because every item is custom-made using your chosen photographs and personalisation options, personalised products cannot normally be returned or refunded simply because you have changed your mind or no longer wish to keep the product.

3. Photo Quality

Please note that all examples displayed on our website were created using high-quality, high-resolution photographs. The quality of your finished artwork depends largely on the quality of the image you provide. Blurry, low-resolution, poorly lit or obstructed photographs may prevent our artists from achieving the same level of detail and finish shown in our examples. If we believe your photograph is unsuitable, we may contact you and request a replacement before artwork begins.

4. Artwork Preview

If you purchase the Artwork Preview service, you will receive a digital preview before printing. You may request revisions until you are satisfied. Production of your physical product will only begin after you approve the artwork.

5. Changes After Production Begins

Once the artwork has been completed and production has begun, we are unable to make further changes to the artwork, personalisation, product options, shipping address or the order itself. If you purchased Artwork Preview, this applies once you have approved the final artwork. At this stage we are also unable to cancel the order because your personalised item is already being manufactured specifically for you.

6. Order Cancellations

Orders may only be cancelled before artwork creation has commenced. Once artwork creation has started, or production has begun, cancellations are generally no longer possible due to the personalised nature of our products.

7. Damaged or Incorrect Items

If your order arrives damaged, defective or you receive the wrong item, please contact us within 7 days of delivery with photographs of the product and packaging. We will review the issue and, where appropriate, provide a replacement or another suitable resolution.

8. Lost Shipments

If your shipment is confirmed lost by the shipping carrier, we will investigate the matter and, where appropriate, arrange a replacement or another suitable resolution.

9. Digital Downloads

Digital Download purchases are non-refundable once the digital artwork has been delivered.

10. Consumer Rights

Nothing in this Refund Policy limits any mandatory consumer rights that may apply under the laws of your country of residence.

11. Contact Us

If you have any questions regarding this Refund Policy or need assistance with your order, please contact us at support@havenandwhiskers.com. We are always happy to help and will do our best to resolve any genuine issues quickly and fairly.