🧵 Returns, Refunds & Revisions Policy

At Perry & Me, every Signature product is custom-made — hand-drawn from your pet’s photos and then embroidered onto your chosen clothing or accessories. Because of this personalised process, our refund and returns policy differs slightly from that of standard retail items.

We’ve outlined everything clearly below so you know exactly what to expect.

1. Custom & Personalised Orders

Each Perry & Me order is made uniquely for you based on your pet’s photo and chosen product options.

Under UK law (Consumer Contracts Regulations 2013, Regulation 28(1)(b)), custom and personalised products are exempt from the standard 14-day “change of mind” return and refund policy.

This means refunds or cancellations are not available once we begin creating your artwork, even if you later choose not to proceed.

2. The Artwork & Proof Process

Once we receive your order and photo(s), we begin the hand-drawn portrait of your pet.

You’ll receive a digital proof of the drawing for your review.
We offer unlimited revisions at this stage to ensure you’re completely happy with the design before we move to embroidery.

2A. If You Don’t Approve the Proof

We invest significant time and materials into each custom portrait.

Once work on your portrait has begun, the order becomes non-refundable, even if you decide not to approve the proof or proceed to embroidery.

We’re always happy to continue revising your artwork until you’re satisfied, but if you choose to cancel your order after the design process has started, we reserve the right to retain or charge a design and materials fee of up to 75% of the total order value to cover time spent and materials (such as ordered garments).

If garments have already been purchased or prepared for embroidery, those costs are non-refundable.

3. Proof Approval & Embroidery

Once you have approved your artwork proof, we begin embroidery.
At this stage:

• No further design changes can be made.

• Refunds or cancellations are not available, as your order has entered production.

We take great care to match the approved proof as closely as possible during embroidery. Minor variations in thread colour or placement are natural in hand-crafted embroidery and are not considered faults.

4. If Your Order Arrives Faulty or Damaged

If your embroidered product arrives damaged or materially different from your approved proof, please contact us within 7 days of delivery.

We may request clear photos to assess the issue.
If confirmed, we will offer a replacement or refund at no cost to you.

This includes:

• Incorrect product, colour, or embroidery placement

• Quality faults or damage during shipping

We do not accept returns or refunds for:

• Minor variations consistent with hand embroidery

• Dissatisfaction with design elements that were previously approved in the proof stage

5. Faults or Errors on Our Part

If an error occurs on our part (e.g. wrong name, thread colour, or proof ignored), we’ll remake or refund your order promptly.

If the issue results from incorrect details, spelling errors, or photo quality provided by the customer, we cannot be held responsible.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
You are always entitled to receive goods that are as described, of satisfactory quality, and fit for purpose.

7. Contact Us

If you have any questions or concerns, please email [your email address].
We’re a small business that genuinely wants you to love your Perry & Me piece, and we’ll always do our best to help.

 

General Returns & Refunds

Due to the nature of our business and the majority of our items being customised for each customer, we cannot accept returns or offer refunds on these customised items, unless the product is clearly damaged and you contact us within 14 days of dispatch with photographic evidence, then we will immediately put this right and dispatch a replacement – Items must be in an unworn, unwashed, unused condition upon exchange or exchange will be denied. If you have purchased one of our non-customised products, these can be returned (at the buyers cost) within 14 days if the product is in an unused, new state. If the item has been used or marked, etc then you waiver your rights for a return with full refund. Please contact us to arrange any returns prior to shipping the return.

We are not obliged to offer an exchange/refund on general wear and tear on used items after the first 7 days of receiving. Please follow our care info for each product to make the most out of your purchase.

If you order something with the wrong name/colour choice/typo, etc, then this is your responsibility and we cannot rectify this after payment as we will have already started to design and print your bespoke items and cannot amend the mistakes at this point, so please take care when placing your orders that you double check ALL details including the sizing and spelling is correct. These instances cannot be refunded or returned.