Widerrufsrecht
Last updated: 4 June 2026
1. Scope and intent
This policy applies to all purchases made on draw-my-pets.com (and its subdomains). It sets out the withdrawal, return, exchange and refund conditions offered by Market Lab, publisher of the Draw My Pets website.
2. Returns contact
- E-mail: contact@draw-my-pets.com
- Phone / WhatsApp: +33 7 59 74 41 17 (Mon–Fri, 9am–5pm)
- Postal address: Market Lab – Draw My Pets, 515 Avenue de la Tramontane, ZI Athelia IV, 13600 La Ciotat, France
Our customer service can be reached by e-mail at contact@draw-my-pets.com, Monday to Friday from 9am to 5pm. We answer every request within 24 to 48 working hours. The return address for parcels is repeated in section 5.
3. Statutory withdrawal period
Under article L221-18 of the French Consumer Code, you have 14 days from delivery to cancel your purchase without having to give a reason.
Exception: made-to-order products (personalised with your pet's name or image) cannot be returned simply because you changed your mind, except in the event of a defect or an error on our part (art. L221-28).
4. Eligible products
| Situation | Return accepted? | Return shipping cost | Proof required |
|---|---|---|---|
| Faulty or damaged product | Yes | Covered by Draw My Pets | Photos within 48 h |
| Wrong item received | Yes | Covered by Draw My Pets | Photo + order number |
| Non-personalised product, new, in its original packaging (change of mind) | Yes, within 14 days | Paid by the customer | n/a |
| Personalised product, no defect | No (unless agreed as a goodwill gesture) | Paid by the customer if agreed | n/a |
If a product reaches you faulty, damaged, badly printed, badly made or not matching your order, or if we made a mistake (printing, wrong item and so on), we always replace or refund it, at our expense. Just contact us at contact@draw-my-pets.com with a photo of the product and we take care of everything.
5. Return procedure
- Notification · Send an e-mail to contact@draw-my-pets.com with: your order number; the reason for the return; photos if the item is faulty or damaged.
- Authorisation · After review, we send you a confirmation. A prepaid label (PDF) is only provided when the return shipping cost is ours to cover (faulty or damaged product, or an error on our part); otherwise the return is shipped at your expense.
- Shipping · Put the product (and its accessories) back in its original packaging, intact and well protected. Stick the label on the parcel and drop it off at the shipping point indicated.
- Inspection and refund · Once received at our registered office, the item is checked within 14 days. If it meets the conditions above, the refund is issued to the original payment method. A confirmation e-mail is sent to you.
Return address: Market Lab – Draw My Pets, 515 Avenue de la Tramontane, ZI Athelia IV, 13600 La Ciotat, France. Please only send a product back after receiving our confirmation by e-mail.
For any return at your expense, we recommend using a tracked service, and insured shipping for items worth more than €100.
6. Exchanges
An exchange (same item, same size, same personalisation) is possible if the product is faulty or if we made a mistake; in that case we cover the cost of sending the new product.
7. Deadlines
| Step | Maximum time |
|---|---|
| Return request | 14 days after delivery |
| Sending the return parcel | 14 days after the return is approved |
| Inspection + refund | 14 days after receipt at our registered office |
8. Fees and restocking
- No restocking fee.
- Return shipping costs are paid by the customer, except when the return follows a faulty or damaged product or an error on our part: in that case Draw My Pets covers them in full.
9. Cancellation before dispatch
You can cancel your order as long as it has not been handed over to the carrier. Contact us by e-mail as soon as possible; we will confirm the cancellation and issue a full refund.
10. Disputes
This policy is governed by French law. In the event of a disagreement, an amicable solution will be sought; failing that, the competent courts will be those of the registered office of Market Lab.
© 2026 Market Lab – Draw My Pets. All rights reserved.