Refund & Returns Policy

Last updated: July 2026

At Crafty Mutt, every item is handmade and personalised with care, making each order unique to you. Please take a moment to read our policy before placing your order.

Personalised & Made-to-Order Products

As the majority of our products are personalised or made to your specific requirements, they are exempt from the standard 14-day cancellation period under the Consumer Contracts Regulations 2013.

Once your order has been confirmed and production has started, we are unable to accept returns, exchanges or cancellations simply because you have changed your mind.

Please ensure all names, initials, colours, sizes and personalisation details are correct before placing your order.

Faulty, Damaged or Incorrect Items

Your statutory rights are not affected.

If your order arrives:

damaged in transit;
faulty;
or does not match the personalisation or product ordered,

please contact us within 14 days of receiving your order by emailing hello@craftymutt.co.uk.

Where possible, please include:

your order number;
photographs showing the issue;
a brief description of the problem.

If the item is found to be faulty or incorrect due to our error, we will arrange an appropriate remedy, which may include:

a replacement;
a repair (where appropriate); or
a full refund.

Personalisation Errors

Please carefully check all spelling, names, dates, colours and other personalised details before completing your order.

Crafty Mutt cannot accept responsibility for mistakes caused by incorrect information provided by the customer.

Colours & Product Images

We make every effort to display colours as accurately as possible.

However, colours may vary slightly due to:

individual screen settings;
lighting conditions;
natural yarn and fabric variations;
supplier photography.

Minor colour variations do not constitute a fault.

Handmade Products

As each item is individually handmade, slight variations in stitching, embroidery placement, yarn texture or finish are part of the unique nature of handcrafted products and should not be considered defects.