Refund policy
You approve the artwork before we make anything. Every Sweetum piece is created for one animal and printed only after you approve it, so we cannot resell a returned item. That shapes everything below.
Before we print
You see a proof before anything is printed. It arrives by email within one business day of your order, with a link that opens straight to it — no account, no password. Approve it, or ask for a change; 3 changes are included and there is never a charge for them, because nothing has been made yet. Still not right after the third? Tell us and we will either keep working on it or refund you in full — whichever you prefer. Each proof we send gives you 48 hours; if we do not hear from you in that time we print the style you chose, so your order is not left waiting. We will remind you before that happens.
A cancellation before you approve is always free and always in full.
After you approve and we print
Because you approved that exact artwork, we cannot accept a return for how the design looks, and we cannot accept a change-of-mind return on a personalised piece.
We will put it right in these cases:
- It arrived damaged or misprinted. Send a photo within 30 days of delivery.
- It is not what was described — wrong size, wrong material, wrong product, or it does not match the proof you approved. Send a photo within 30 days of delivery.
In either case we remake it at no cost, or refund you in full — your choice. You do not need to send the original back.
How to reach us
Reply to your order confirmation email and it comes straight to us.