Refund policy

We want you and your pet to love your order. This policy covers both our ready-made products and our personalized (made-to-order) products. Ready-made products These ship from our US warehouses. If an item arrives damaged, defective, incorrect, or not as described, we will make it right with a free replacement or a full refund. You do not need to send the item back. To request this, email us within 30 days of delivery with your order number and a clear photo of the problem. We reply within 2 business days. For any other issue with a ready-made item, contact us and we will review it fairly case by case. Personalized (made-to-order) products Products personalized with your pet's photo, name or details, such as custom blankets, are made just for you. Because of this, we cannot accept returns or exchanges for a change of mind, or for errors in the details you entered (such as a misspelled name or a low-resolution photo). If a personalized item arrives damaged, defective, or with a printing error on our side, we will send a free replacement or give a full refund. You do not need to send the item back. Email us within 30 days of delivery with your order number and a clear photo. Changes and cancellations Ready-made orders: contact us as soon as possible. If the order has not shipped yet, we will cancel it for a full refund. Personalized orders: you can change your personalization or cancel within 24 hours of placing the order, before it goes into production. Once production starts, we can no longer make changes. Lost packages If your tracking shows no movement for 10 business days, contact us. We will investigate with the carrier and resend or refund if the package is lost. Refund timing Approved refunds are returned to your original payment method. Your bank may take a few business days to show it. Your statutory rights This policy does not affect any rights you have under the consumer protection laws that apply to you. Contact Renzuro Ltd, Suite 11014, 5 Brayford Square, London, E1 0SG, United Kingdom. Email: gizemaltunsy@gmail.com