Politique de remboursement

Refund & Return Policy

Last Updated: 18 July 2026

POOJI is operated by POOJI DESIGN LTD, a private limited company registered in England and Wales under company number 17316313.

Because our products are individually personalised and made to order, our return and cancellation policy differs from that for standard, non-personalised products. This policy explains how we handle cancellations, artwork approval, damaged or faulty products, returns and refunds.

1. Personalised Products and Change of Mind

Our products are created using the customer’s selected photos, artwork style, size and other personalisation choices. We therefore generally do not accept returns, exchanges or refunds for a change of mind once artwork creation or personalised production has begun.

This does not affect your rights if the product is damaged, faulty, incorrect, materially different from the approved artwork proof or product description, or where a return or refund is required under applicable law.

2. Artwork Proof and Approval

Where an artwork proof is included as part of your order, we will send it to you for review before personalised production begins.

You may request unlimited artwork revisions before approving the proof.
Please check the pet details, colours, layout, spelling and selected style carefully before approval.
Once you approve the proof and personalised production begins, further changes or cancellations based solely on artistic preference or a change of mind cannot normally be accepted.

Approval of the artwork proof does not remove your rights if the finished product is damaged, faulty, incorrect, materially different from the approved proof or not as described.

3. Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, incorrect or materially different from the approved artwork proof or product description, please contact us as soon as reasonably possible at hana@poojistudio.com.

To help us assess and resolve the issue, please provide where reasonably possible:

Your order number;
A description of the problem;
Clear photographs of the product; and
Photographs of the packaging if the product was damaged during delivery.

Once the issue has been confirmed, we will provide an appropriate repair, replacement or refund in accordance with the circumstances and applicable law. If we require an eligible faulty or incorrect product to be returned, POOJI DESIGN LTD will cover the reasonable return shipping cost.

4. Lost or Undelivered Orders

If your order appears to be lost in transit or has not been delivered, please contact us at hana@poojistudio.com. We will investigate the delivery with the carrier and, where the order is confirmed as lost or undelivered, provide an appropriate replacement or refund.

5. Cancellations

If you need to cancel your order, please contact us as soon as possible, preferably within 2 hours of placing the order.

If artwork creation or personalised production has not begun, we will normally cancel the order and issue a full refund. Once artwork creation or personalised production has begun, cancellation may no longer be available because work and costs have already been incurred.

Where cancellation is permitted after work has begun, we may deduct a reasonable amount reflecting work already completed, where allowed by applicable law. Any applicable deduction will be explained before the cancellation is processed.

6. Return Process

Please contact us before returning any product. Do not send a product to an address shown on the parcel or website unless we have provided return instructions.

Because personalised products cannot normally be resold, we do not accept returns for change of mind, an incorrectly selected size or style, or dissatisfaction with a personalisation choice that matches the approved proof and order details, except where required by applicable law.

If a return is approved, we will provide the appropriate return instructions. Customers will not be required to pay reasonable return shipping costs where the return is caused by a confirmed fault, damage, incorrect item or an error by us.

7. Refunds

Approved refunds will be issued to the original payment method within 10 business days and, in all cases, within the time required by applicable law.

Your bank or payment provider may require additional time to display the refund in your account. If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at hana@poojistudio.com.