Refund policy

Last updated: October 19, 2026

Every Muzzly product is made to order with your pet’s portrait. Here is what happens in each situation.

Before you approve the preview: free cancellation

Until you approve the preview we email you, nothing is printed: you can cancel your order and get a full refund, no questions asked.

Change of mind after production

Personalized products cannot be returned or exchanged for a change of mind, because they are made specifically for you. That is why we send you a preview before printing and why adjustments are free.

Damaged, defective or our mistake

If your product arrives damaged, has a printing defect or does not match the approved preview, write to us at contact@shopmuzzly.com or through our contact form within 14 days of receiving it, with your order number and a photo of the problem. We will offer a free reprint or a full refund, whichever you prefer. You do not need to send the product back.

Lost parcel

If tracking shows no delivery within a reasonable time, contact us: after checking with the carrier, we will reship your order for free or refund you.

Incorrect address

If a parcel comes back to us because the address entered at checkout was incomplete or wrong, we can reship it; the new shipping cost is then at your expense.

Refund timing

Refunds go back to the payment method used for the order, within 14 days of our approval at the latest. Depending on your bank, it may take a few more days to show on your account.

These commitments are in addition to your legal guarantees (see our terms of service).