Returns Policy

Each Pet Pendants piece is made individually from the photograph and specifications you submit. We do not hold stock and we cannot resell a custom pendant made for someone else. This means we cannot accept returns or exchanges if you simply change your mind about the size, metal, finish, or design.

Even though our pendants are bespoke, UK consumer law still protects you. If your pendant arrives faulty, damaged, not as described, or unfit for purpose, you have legal rights. We will put things right by repair, replacement, or refund as appropriate under those rights.

This is in line with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to contracts between traders and consumers.

If your pendant arrives faulty or damaged, please contact us as soon as possible — ideally within 14 days of delivery — and include photographs of the issue. We will review the problem and arrange a repair, replacement, or refund in line with your legal rights.

Because production begins quickly after you order, you may only cancel or amend your order before work has started. Once we have begun making your pendant, cancellation rights for bespoke goods are limited by UK law. Please contact us immediately if you need to make a change.

For any return, cancellation, or quality issue, email us at hello@petpendants.uk with your order number, a description of the issue, and clear photographs where relevant. We will respond within 2–3 business days.