Cancellation and Refund Policy

Every Pet & Me piece is made to order. Nothing sits in a warehouse waiting to be picked. When your order arrives with us, we begin crafting it by hand, to the size, colour and details you chose. For that reason, all sales are final.

Cancellations, within 1 hour

You can cancel your order within 1 hour of placing it, for a full refund.

Email us at info@petandme.ee with your order number and we will take care of it. After that first hour, crafting has already begun on your piece and the process cannot be reversed, so cancellations are no longer possible.

Shipping address changes

If you need to correct or change your delivery address, write to us at info@petandme.ee with your order number. We can update it at any time before your order is fulfilled and handed over to the carrier. Once the parcel is on its way, we are no longer able to redirect it.

Returns and exchanges

Because every item is custom-made to order, we do not accept returns or exchanges. This applies to all products, including custom sizing, colour combinations, hardware choices and personalised or engraved details.

Under EU consumer law, the 14-day right of withdrawal does not apply to goods that are made to the customer's specifications or clearly personalised (Consumer Rights Directive 2011/83/EU, Article 16(c), as implemented in Estonian law). All Pet & Me products fall into this category.

Gift cards

Gift cards are non-refundable and cannot be returned, cancelled or exchanged for cash.

Damaged, defective or incorrect items

This is the part we will always make right.

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or is not what you ordered, contact us at info@petandme.ee within 48 hours of delivery with your order number and a few photos. We will assess it and repair, remake or refund the item at our cost.

Nothing in this policy affects your statutory rights as a consumer, including the two-year guarantee of conformity on goods purchased in the European Union.

Sizing and choosing your piece

Since each item is made for your dog specifically and cannot be returned, it is worth measuring carefully before you order. Our size guide is on every product page, and if you are between sizes or unsure about anything, write to us at info@petandme.ee before you buy. We would much rather spend five minutes helping you choose than have you receive something that does not fit.

Refunds

Approved refunds, whether from a cancellation within the first hour or from a defect claim, are issued to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund.

If more than 15 business days have passed since we approved your refund, contact us at info@petandme.ee.

Questions

Write to us any time at info@petandme.ee. A real person reads every message.