Refund policy
Refunds and Returns Policy
Should any issues arise with your order, please don’t hesitate to contact us at charlotteholterdesigns@gmail.com, and we’ll gladly assist you to the best of our ability. We handle order issues on a case-by-case basis and will arrange a replacement or refund as appropriate.
For Non-Personalised Goods
Customers have 14 days from the day after receiving their order to cancel without providing a reason and are entitled to a full refund. Once you have notified us of your wish to cancel, you then have a further 14 days to return the goods.
Refunds will be processed within 14 days of us receiving the returned items.
Personalised and Custom-Made Goods (Personalise My Own Dog - Mini Original, Personalise My Own Cat - Mini Original, Cat Portrait - Mini Original, and Dog Portrait - Mini Original)
Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the statutory right to cancel or return goods within 14 days does not apply to items that are:
• Made to the consumer’s specifications; or
• Clearly personalised or custom-made.
This specifically applies to the following products: Personalise My Own Dog - Mini Original, Personalise My Own Cat - Mini Original, Cat Portrait - Mini Original, and Dog Portrait - Mini Original.
Therefore, once an order for a personalised or custom-made item has been placed and production has commenced, it cannot be cancelled, amended, or refunded, except in the circumstances described below regarding Faulty or Defective Products.
It is your responsibility to ensure that all personalisation details (including but not limited to spelling, dates, sizes, colours, and design specifications) are accurate and complete at the time of ordering. We accept no liability for errors resulting from inaccurate information provided by you.
Faulty or Defective Products
In accordance with the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.
If you believe that your item is faulty, damaged, or has been produced incorrectly, please notify us in writing within 14 calendar days of receiving the goods at charlotteholterdesigns@gmail.com.
Include your order number, a description of the issue, and photographic evidence where possible.
Upon receipt of your notification, we may request that the item be returned to us for inspection. If the product is confirmed to be faulty or incorrect due to our error, we will, at our discretion:
• Provide a replacement at no additional cost; or
• Issue a full refund, including standard delivery costs where applicable.
We reserve the right to refuse a refund or replacement if:
• The item has been misused, damaged after delivery, or altered in any way; or
• The reported fault is not due to a manufacturing defect or error on our part.
Non-Fault Returns
We regret that returns and refunds cannot be accepted for:
• Personalised or custom-made goods (Personalise My Own Dog - Mini Original, Personalise My Own Cat - Mini Original, Cat Portrait - Mini Original, and Dog Portrait - Mini Original) correctly supplied as ordered;
• Orders cancelled after production has begun;
• Errors or spelling mistakes provided by the customer; or
• Minor variations in colour, texture, or finish, which are inherent to handmade or bespoke products.
How to Contact Us
For all return or refund enquiries, please contact:
📧 charlotteholterdesigns@gmail.com
Return postage is the responsibility of the customer unless the item is faulty or incorrect.
We kindly request that items be returned in their original packaging where possible.