Cancellation and returns

Last changed on 2 November 2026. This page sets out when you can cancel an order and what happens if something is wrong with it.

Personalised products

Every product in this shop is made for you after you order it, with your child's photo, a name or both. The 14-day right to cancel an order made online does not apply to goods made to your specification or clearly personalised, so a personalised product cannot be cancelled or returned because you changed your mind. That is why you see your design before you pay.

Express personalisation

Express personalisation is not made for you, so you can cancel it within 14 days of the day your order is confirmed, without giving a reason. Tell us by email at support@proudchapter.com, with your order number, or with the form below. We refund its price within 14 days of hearing from you, to the payment method you used, at no cost to you, even if your order has already been handled first. Cancelling it does not cancel the product.

Model cancellation form (complete and return this form only if you wish to cancel express personalisation):

To Pet Printed GmbH, Fichtenstraße 5, 90763 Fürth, Germany, support@proudchapter.com:
I hereby give notice that I cancel my contract for the supply of the following service: express personalisation.
Ordered on and order number:
Name:
Address:
Signature (only if this form is sent on paper):
Date:

Damaged, misprinted or not what you ordered

Email a photo of it with your order number to support@proudchapter.com within 30 days of delivery. We reprint it or refund you in full, as you prefer, at our cost, and you do not need to send it back. If it is something else that is wrong, tell us too: a person reads every message.

Late or lost parcels

If your parcel has not arrived once the delivery time on the delivery and payment page has passed, write to us. Until a product is in your hands it is our risk: we send a new one or refund you, as you prefer. If we cannot deliver in the time agreed, you can cancel and get a full refund.

Your statutory rights

None of this takes away your statutory rights under the Consumer Rights Act 2015. Within 30 days of delivery you can reject a faulty product and get your money back; after that you can ask for a repair or replacement, and if that fails, a refund or a price reduction. You can bring a claim for up to six years after delivery (five years in Scotland).

How a refund reaches you

Back to the card or account you paid with, within 14 days of us agreeing it. We cannot send it anywhere else.

What is not a fault

A name or a word you typed wrong, which you saw in the preview before you paid. Write to us anyway if it happens; we would rather find a way than argue about whose mistake it was.