Refund policy

Refund & Cancellation Policy

The Petails creates personalized, made-to-order books — a digital edition and an
optional printed hardcover. Because every book is custom-built around your pet and
your answers, our policy works differently from a standard store. Here's exactly how
it works.

Digital books
Digital books are personalized and delivered instantly to your library, so all sales
are final once the book is delivered. If something is wrong — a typo, a detail we
got wrong, an illustration that misses the mark — that's on us: every order includes
one free revision, and we'll fix our mistakes at no charge. Just email us.

Hardcover books (made to order)
Because each hardcover is printed to your specifications and personalized for your
pet, it can't be returned or refunded for a change of mind. What we do guarantee:
if your hardcover arrives damaged, defective, or different from what you approved,
we'll reprint and reship it at no cost to you. Please inspect your book on arrival and
contact us within 14 days with a photo of the issue so we can make it right.

Changing or cancelling your order
You can change or cancel your order any time before we begin production. Once we
start illustrating your book, it becomes a custom item and can no longer be cancelled
or changed (a free revision after delivery is still included).

Our promise
We want you to love your book. If something isn't right, contact us — in almost every
case we'll fix it with a revision or a free reprint. If we genuinely can't make it
right, we'll work out a fair resolution with you, which may include store credit or a
refund at our discretion.

Damages & wrong items
If your order arrives damaged, defective, or incorrect, contact us immediately at
hello@thepetails.com with your order number and a photo. We'll evaluate and arrange
a free reprint or replacement.

EU & UK consumers
Under EU and UK consumer law, the right of withdrawal does not apply to goods that
are made to your specifications or clearly personalized, or to digital content whose
delivery has begun with your prior express consent. Because all of our books are
personalized and made to order, they are exempt from the standard 14-day cooling-off
period. Your statutory rights regarding faulty or misdescribed goods are unaffected.

Refunds
When a refund is approved, it's issued to your original payment method within 10
business days. Your bank or card issuer may take additional time to post it. If more
than 15 business days have passed since we approved your refund and you haven't seen it, contact us at hello@thepetails.com.

Gift cards
Gift cards are non-refundable.

Questions? Email us at hello@thepetails.com — a real human in Miami answers.