Our 30-day guarantee

What's covered

Every product we sell, including things bought with a gift card. It covers you if something is wrong with your order, and also if you simply change your mind.

How long you have

30 days from the day it's delivered.

How to claim

hello@fancy.pet

1. Email us within 30 days of delivery.
2. Tell us your order number (it starts with FAN- and is in your confirmation email) and what's wrong.
3. Add a photo of the item.
4. Tell us what you'd like: a reprint, a replacement or a refund. You choose.

We reply within 24 hours.

If it's faulty, damaged or not what you ordered

• We'll pay the postage to send it back.
• A refund includes what you paid for delivery.
• We pay a refund within 14 days of agreeing it with you.

If you've changed your mind

• Post it back to us at your own cost. We'll email you the address.
• A refund covers the product price. Delivery isn't refunded.
• We pay a refund within 14 days of getting the item back.

Everything we sell is made just for you, with your pet on it. The law's 14-day right to cancel an online order doesn't cover personalised items, so this part of the guarantee is our own extra.

How refunds are paid

Back to the way you paid. If you paid partly with a gift card, the part paid by card goes back to that card, and the part paid with the gift card comes back as a new gift card.

Your legal rights

This guarantee is on top of your legal rights. It never replaces them. If you live in the UK, the Consumer Rights Act still protects you if something is faulty, even after 30 days. If you live in the EU, your local consumer law does the same.

The full wording is in our terms, section 7. Questions? Contact us.