Policy

Refunds & Returns

We stand behind every stand we make. Here is exactly where you stand on returns, replacements and refunds — including the one right you do not get, and why.

No change-of-mind returns

Your pet's name is printed into the stand, so it cannot be sold to anyone else. Personalised goods are excluded from the 14-day cancellation right under Regulation 14(1)(c) of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, and you confirm this at checkout. Your statutory rights if something is actually wrong are untouched, and everything below still applies.

Defective or damaged items

Free replacement within 14 days, no return needed

If your stand arrives damaged, or has a defect in the print, the lettering or the bowl seat, we will replace it free of charge. Contact us within 14 days of delivery. Keep the original — we do not ask you to post a broken stand back to us.

Provide a photo of the issue

To help us resolve your case quickly, please send a photo of the damage or defect along with your order number to hello@ogmaprint.com.

Incorrect orders

Wrong name or colour? We will reprint it.

If the name is misspelled, the lettering is the wrong style or the colours are not the ones you chose, and the fault is ours, we reprint and post the correct stand at no cost to you. If you typed the name incorrectly yourself, email us immediately — if it has not gone to the printer we will fix it for nothing.

Cancellation before printing

Full refund if not yet printing

Although there is no automatic cancellation right on a personalised order, in practice we will cancel and refund you in full if your stand has not yet gone to the printer. We print in batches, so that window is usually a day or two. Contact us as soon as you can at hello@ogmaprint.com to request cancellation.

Refund timeline

7–10 business days

Approved refunds are processed within 7–10 business days and returned to your original payment method via Stripe. You will receive an email confirmation once the refund has been issued.

How to request a refund or replacement

Email us at hello@ogmaprint.com with the following details:

  • Your order number
  • A description of the issue
  • Photos of the damage or defect (if applicable)

We aim to respond to all requests within one business day and will work with you to resolve the issue as quickly as possible.