Last updated: October 9, 2026
We want you to love what arrives. Because our products are made for you, this policy works differently from a normal shop — please read it before you order.
Made to order
Each personalized item is printed and assembled after you place your order, with the photo, name or text you chose. There is no shelf to put it back on, and it cannot be resold to anyone else.
For that reason we cannot accept returns or exchanges simply because you changed your mind. This is standard for personalized products.
That does not mean you are on your own. If something is wrong with your order, we fix it — see below.
We replace or refund, free of charge, when:
- The item arrived damaged or defective.
- We sent the wrong product, size, or variant.
- The print is wrong — wrong artwork, badly positioned, wrong colors, poor print quality.
- The item never arrived (see the time limits in our Shipping Policy).
In these cases we send a replacement at no cost, or issue a full refund if you prefer. You do not need to ship the item back unless we specifically ask you to.
To make a claim, write to info@personalizedcat.com within 14 days of delivery with your order number and photographs showing the problem. Photos help us fix it fast.
Our own designs (not personalized)
Most of our products, such as our T-shirts, sweatshirts, hoodies, mugs and tote bags, carry our own designs and are not personalized. They are printed to order when you buy; if an item ships ready-made instead, its product page says so. For these products:
- If your item arrives damaged or defective, or we send the wrong item, size, or color, we replace it or refund you in full. You do not need to send it back.
- We cannot accept returns or exchanges for a change of mind or a size ordered by mistake. Please check the size guide on the product page before you order.
To make a claim, write to info@personalizedcat.com within 14 days of delivery with your order number and photographs showing the problem.
Proofs and revisions
For products where we send you a proof before printing:
- We include two rounds of revisions on the same photo and style, at no charge.
- We will email you when your revised proof is ready.
- If we cannot produce a likeness you are happy with, we will refund you in full rather than print something you do not want.
- Once you approve a proof, production begins and the order can no longer be changed or canceled.
Canceling an order
You can cancel for a full refund within 24 hours of ordering, as long as production has not started. After production starts — or after you approve a proof — we can no longer cancel, because the item is already being made.
To cancel, email info@personalizedcat.com with your order number as soon as possible.
What is not covered
- Change of mind, or ordering the wrong size or variant by mistake.
- A photo that was too small, blurry, dark or distant to print well, when we warned you and you asked us to proceed anyway.
- Minor differences in color between your screen and the printed item, and normal manufacturing tolerances in print position or size.
- An AI-generated illustration being an artistic interpretation rather than an exact copy of your photo. We show you a proof precisely so you can judge this before printing.
- Damage caused by use, washing against the care instructions, or accident after delivery.
Refunds
Approved refunds go back to your original payment method. Your bank or card issuer decides how quickly it appears — usually a few business days, sometimes longer. We refund the price you paid for the item; original shipping is refunded when the fault was ours.
Wrong address
If the address you gave us is incomplete or incorrect and the package is returned to us, we can reship it once you pay shipping again. If the carrier marks it delivered to the address you provided, we cannot refund it — but write to us anyway and we will help you trace it.
Contact
PersonalizedCat · Ivan Carlos Artiles Cruz · Taliarte 18, 35110 Vecindario, Las Palmas, Spain
info@personalizedcat.com
Phone: (302) 600-1209
Our business address is not a returns address. Please don’t send anything back unless we ask you to; if we do, we’ll tell you where to send it.