Returns & Refunds Policy

Last Updated: 18th June 2026

Thank you for shopping with Cassie Creates. As our products are personalised and made to order, please read our returns and refunds policy carefully before placing an order.

Personalised Products

All of our treat jars are personalised specifically for your pet and created to your requirements.

Because personalised items are made to your specifications, they are exempt from the standard 14-day cancellation period under the Consumer Contracts Regulations.

For this reason, we cannot accept returns or offer refunds for:

  • Change of mind

  • Incorrect spelling or information provided by the customer

  • Orders placed in error

  • Preference regarding font, size, colour or design where these match the order details provided

Please ensure all personalisation details are entered correctly before completing your purchase.

Damaged or Faulty Items

We take great care when creating and packaging our products. However, if your item arrives damaged or faulty, please contact us within 14 days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs showing the damage or fault

Once reviewed, we may offer:

  • A replacement item

  • A repair where appropriate

  • A full or partial refund

Incorrect Personalisation

If we have made an error in the personalisation that differs from the details supplied in your order, please contact us within 14 days of receiving your item.

Where the mistake is ours, we will arrange a replacement or refund at no additional cost.

Lost Orders

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the delivery provider.

Replacement or refund decisions will be made on a case-by-case basis once the carrier's investigation has been completed.

How to Contact Us

To report a problem with your order, please contact:

Email: cassiecreatesstudios@gmail.com

Please include your order number and any relevant photographs to help us resolve the issue as quickly as possible.

Refund Processing

Where a refund is approved, it will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Questions

If you have any questions about this policy, please contact us at cassiecreatesstudios@gmail.com