Refund policy

Return & Refund Policy

Last updated: August 28, 2026

We want you to feel confident ordering from RENNAPET. This policy explains when returns, replacements, cancellations and refunds may be available.

Personalized and Made-to-Order Items

RENNAPET products are personalized and made specifically using the information submitted by the customer.

Because these products are created especially for you, personalized and made-to-order items cannot be returned or exchanged because of:

A change of mind
Incorrect spelling, capitalization, age or number submitted by the customer
An incorrect size, color, style or option selected by the customer
A customer-supplied image that is low quality, incorrectly cropped or unsuitable for the selected product
Minor differences in color or placement caused by screen settings, printing or manufacturing tolerances

Please review all names, spelling, sizing, options and uploaded images carefully before placing your order.

This restriction does not affect the remedies available when an item arrives damaged, defective, misprinted, incorrect or materially different from the confirmed order.

Damaged, Defective, Misprinted or Incorrect Items

Please inspect your order when it arrives.

If your product arrives damaged, defective, misprinted or different from what you ordered, contact us as soon as possible at info@rennapet.com.

Please include:

Your order number
A description of the issue
Clear photographs or video showing the product and the problem
A photograph of the shipping packaging when relevant

After reviewing the information, we may provide an appropriate replacement, reprint or refund. You will not be charged return shipping when the problem is caused by damage, a production defect, a misprint or an incorrect item sent to you.

Please do not return any product before receiving return instructions from us.

Non-Personalized Items

If RENNAPET offers a non-personalized product, you may request a return within 30 days of delivery.

To qualify, the item must be unused, unworn, in its original condition and packaging, and accompanied by the order number or proof of purchase.

Contact info@rennapet.com before sending anything back. Items returned without prior authorization may not be accepted.

Unless the product arrived damaged, defective or incorrect, the customer is responsible for approved return-shipping costs. Original shipping charges are non-refundable unless required by applicable law.

Order Changes and Cancellations

Personalized orders may enter production shortly after they are placed.

If you need to request a change or cancellation, contact info@rennapet.com immediately with your order number. We will do our best to help, but changes and cancellations cannot be guaranteed once production has started.

An order cannot normally be changed or cancelled after it has entered production or shipped.

Customer-Supplied Information and Images

Customers are responsible for confirming that all personalization information is correct before ordering.

Customers must only upload photographs, artwork or logos that they own or have permission to use. RENNAPET may resize, reposition or make minor adjustments to an uploaded image so that it fits the product’s printable area.

We may contact you or cancel and refund an affected item if an uploaded file cannot reasonably be used, appears to violate another party’s rights or contains prohibited content.

Refunds

If a refund is approved, it will be issued to the original payment method.

Please allow up to 10 business days after approval for the refund to be processed. Your bank or card provider may require additional time for the credit to appear.

If more than 15 business days have passed since we approved your refund, contact info@rennapet.com.

Lost or Missing Packages

If tracking shows a package as delivered but you cannot locate it, first check the delivery location, household members and neighbors, and contact the shipping carrier.

If the package remains missing, contact info@rennapet.com with your order number and tracking information. We will review the available shipping information and assist where possible.