Returns & Refunds
What you can send back, what you cannot, and how quickly you get your money.
The short version
Changed your mind about a stocked or made-to-order item? You have 14 days from delivery to tell us, and 14 more to send it back. Personalised items made from your own photograph cannot be cancelled, because nobody else can buy them. Anything faulty or not as described can come back regardless, and we pay the postage.
Changing your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to change your mind, and a further 14 days to return the goods. You do not have to give a reason. Tell us by email — a clear statement that you are cancelling, with your order number, is enough. You do not have to use a form.
Personalised items are the exception
Regulation 28(1)(b) removes the right to cancel for goods that are made to your specification or clearly personalised. An item made from a photograph you sent us is exactly that: it is a likeness of your animal, and there is no second customer for it. So once we have started making it, it cannot be cancelled or returned for a change of mind. We tell you this at the point of ordering as well as here, because a rule like this is only fair if you meet it before you pay and not afterwards.
What is not personalised
Choosing a colour or a size from options we already offer does not make an item personalised, and those orders keep the full 14-day right to cancel even though we make them after you order. We say this plainly because the exemption above is drawn narrowly by law and we are not going to stretch it to cover ordinary made-to-order stock.
If something is faulty or not as described
These rights come from the Consumer Rights Act 2015, they are separate from the right to change your mind, and they apply to everything we sell — personalised items included. Goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you can reject a faulty item and get a full refund. After 30 days, you can ask for a repair or replacement; if that does not fix it, or we cannot do it within a reasonable time, you can have a refund or keep the item and pay less. After the first six months we may reduce a refund to reflect the use you have had. Send us a photograph of the problem if you can — it usually saves you posting anything at all.
How to start a return
Email support@properkit.store with your order number and say what you are returning and why. We will reply with the return address and a reference to put in the parcel. Please wait for that reply before sending anything: an unexpected parcel with no reference is difficult to match to an order, which delays your refund rather than speeding it up. Pack the item so it survives the journey — our pieces are tougher than they look, but corners still chip, and a change-of-mind refund can be reduced if the item comes back damaged by handling beyond what was needed to look at it.
Who pays the postage
If you are returning something because you changed your mind, you pay the return postage. If the item is faulty, was not as described, or we simply sent the wrong thing, we pay it — and if you have already paid to send it back in that situation, tell us and we will refund that too. We recommend getting proof of postage, which is free, because until it reaches us the parcel is your responsibility.
Refunds
We refund to the card you paid with, within 14 days of receiving the goods back or of you showing us they have been sent, whichever is sooner. A change-of-mind refund covers the price of the goods plus the standard delivery charge we would have charged; if you paid extra for a faster service, the extra is not refunded. Where something was wrong on our side you get everything back, including postage in both directions.
Cancelling before dispatch
If you have ordered a stocked or made-to-order item and change your mind before we dispatch it, email us and we will cancel and refund in full without waiting for anything to be posted anywhere. For personalised items we can usually still cancel if we have not started work — ask quickly and we will tell you honestly whether we have.