Refund policies

1. Scope and intention

This policy applies to all purchases made on draw-my-pet.com (and subdomains). It defines the conditions for cancellation, return, exchange, and refund offered by MarketLab , publisher of the DrawMyPet website.

2. Contact the returns department

(No postal address or telephone number is published; these will be provided, if necessary, during the return procedure.)

3. Legal withdrawal period (French customers)

In accordance with Article L221-18 of the Consumer Code, you have a period of 14 days from receipt to cancel your purchase without having to justify your decision .

Exception: products made "to order" (personalised with the name or image of your pet) cannot be returned simply because of a change of mind, except in the case of non-conformity or error on our part (art. L221-28).

4. Eligible Products

Situation Return accepted? Return shipping costs Proof requested
Defective or damaged product Yes Powered by DrawMyPet Photos within 48 hours
Reference error (wrong item received) Yes Powered by DrawMyPet Photo + order number
Non-personalized product, new, in original packaging Yes, within 14 days At our expense —
Custom-made product, flawless No (except by commercial agreement) — —

5. Return Procedure

  1. Notification
    Send an email to contact@draw-my-pet.com with:

    • the order number ;

    • the reason for the return;

    • photos if the item is defective or damaged.

  2. Authorisation
    After review, we will send you a confirmation and, if applicable, a prepaid label (PDF) to print.

  3. Shipping

    • Place the product (and its accessories) back in the original packaging, intact and well protected.

    • Affix the label to the package and drop it off at the indicated shipping point.

  4. Inspection & refund

    • Upon receipt at our warehouse, the item is checked within 14 days.

    • If the above conditions are met, the refund will be issued to the original payment method .

    • A confirmation email will be sent to you.

6. Exchanges

An exchange (same item, same size, same personalization) is possible if the product is defective or if we have made a mistake; the sending of the new product is then at our expense.

7. Deadlines

Stage Maximum time
Return request 14 days after receipt
Sending the return package 14 days after the return agreement
Inspection + validation 14 days after receipt in our warehouse
Effective reimbursement Within 14 days of validation

8. Fees & Restocking

  • No restocking fees.

  • No return shipping costs are charged to the customer when the return is accepted.

9. Cancellation before shipment

You can cancel your order as long as it hasn't been handed over to the carrier. Contact us as soon as possible by email; we will confirm the cancellation and process 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 jurisdiction where MarketLab's registered office is located.

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