Refund Policy
Last updated: 13 October 2026
Every item is made for one pet
Each pillow and bag is printed from the photo you send and cut to your pet's own outline. Because it is made for one pet only and cannot be resold, we do not accept returns or exchanges for change of mind, or for a layout you approved and later reconsidered.
You approve the layout before anything is printed
After you upload your photo we cut your pet's outline by hand and email the layout back to you. Nothing is printed until you reply to approve it. If it is not right, tell us and we will redo it at no cost. There is no time limit on this stage and no pressure to approve.
Cancellations
You can cancel for a full refund at any time before you approve the layout. Once you approve it, production begins and the order can no longer be cancelled or changed.
Photo quality
We check every photo before we start. If it is too small, too dark or too blurred to cut cleanly, we will tell you and offer to redo it from another photo at no cost. If we have raised this with you and you ask us to go ahead anyway, the result is not covered by this policy.
Damaged, faulty or incorrect items
We will replace or refund an item that arrives damaged, has a manufacturing fault, is printed differently from the layout you approved, or is not the item you ordered.
How to claim
Email support@personalhue.com within 14 days of delivery with your order number and clear photos, or a short video, of the item and its packaging. We reply within 2 to 3 business days. Please do not send anything back before contacting us, as unapproved returns cannot be processed.
Refunds
Approved refunds are issued to your original payment method within 5 to 10 business days, depending on your bank. If it has not appeared after that, check with your bank or card provider first, then contact us and we will follow it up.
Return shipping
If the fault is ours, we cover return shipping and will send you a label or reimburse the cost. In any other case, return shipping is the customer's responsibility and is not refundable.
What is not covered
- Normal wear with use.
- Damage from machine washing, tumble drying, bleaching, or ironing directly on the print. Cold hand wash and air dry only.
- Damage from misuse or accident after delivery.
- Minor colour variation between your screen and the printed item. Screens differ, and a small shift in tone is normal and is not a fault.
Your rights under consumer law
Nothing in this policy limits or excludes any right you have under the consumer law that applies to you. Customers in Australia have guarantees under the Australian Consumer Law that cannot be excluded, including the right to a repair, replacement or refund where goods are not of acceptable quality, and compensation for any other reasonably foreseeable loss. Customers elsewhere have the equivalent rights in their own jurisdiction. Those rights apply in addition to this policy.
Questions
If anything here is unclear, email support@personalhue.com before you order and we will talk it through.