Refund policy

Last updated: 26 October 2026

We want you to feel confident ordering a personalised gift for your pet. If you are not happy with your order, contact us within 30 days of delivery and we will help you.

Refund window

Refunds or returns can be requested up to 30 days from the date your order was delivered.

Personalised items

Our products, including the Pawjector and the Custom Light Portrait, are made to order from the photo and text you send us. Please check your pet's name, text and photo carefully when ordering and when you approve your design preview.

We may ask for photos or order details before approving a refund or replacement.

Returns address

Returns must be sent to our UK returns address: 96 Copley Crescent, Doncaster, DN5 8QP, United Kingdom. Please contact us before sending a return.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or incorrect, email us within 7 days of delivery with your order number and clear photos. We will arrange a replacement or refund where appropriate.

Refund timing

Approved refunds are returned to the original payment method. Your bank or payment provider may take additional time to post the refund.

How to request help

Email sarafcustomerservices@gmail.com with your order number and a short explanation of the issue.