Refund and Returns Policy

Last updated: October 23, 2026

This policy explains when you can get a refund, replacement or reprint for anything you buy from Petaddon. It covers two kinds of products: digital downloads (printable PDFs and spreadsheets) and print-on-demand products (prints, apparel and other items made to order by our production partners).

The short version

  • Digital downloads can’t be refunded once you have downloaded or opened the file. If a file is faulty or not as described, we’ll fix or replace it, and refund you if we can’t.
  • Print-on-demand items are made just for you, so we can’t accept returns for a change of mind or a wrong size or colour. If your item arrives damaged, defective or misprinted, tell us within 30 days of delivery and we’ll send a free replacement or refund you.

Digital downloads

Our printables are delivered instantly as files you keep. Because a downloaded file can’t be returned, all sales of digital products are final once the file has been downloaded or accessed. By completing your purchase, you agree to receive the files straight away and acknowledge that this ends your right to cancel once a download has started.

When we will help

  • You haven’t downloaded it yet. If you change your mind within 14 days of purchase and haven’t downloaded or opened any file from the order, we’ll refund you in full. Our download records show whether a file has been accessed.
  • The file is faulty. If a file won’t open, is corrupted or is missing pages, contact us and we’ll send a working copy. If we can’t fix the problem, we’ll refund you.
  • It isn’t what we described. If the product is materially different from its product page, contact us within 14 days of purchase and we’ll put it right or refund you.
  • You bought the same product twice by mistake. We’ll refund the duplicate order.

What isn’t covered

  • Changing your mind after downloading or opening a file.
  • Problems caused by your device, software or printer. Our files are standard PDFs and .xlsx spreadsheets. Fillable fields work in readers such as Adobe Acrobat Reader and Apple Preview, and some browsers’ built-in PDF viewers don’t support them.
  • Buying a product that you later find you don’t need, for example because your state doesn’t allow the pet you were planning for.

Bought something and can’t find the download? Your links are on your order confirmation email and order page. Contact us and we’ll resend them.

Print-on-demand products

Our prints, apparel and other physical products are made to order by our production partners, such as Printify and Printful, and shipped directly to you. Because each item is made for your order, the following rules apply.

Damaged, defective or misprinted items

If your item arrives damaged, has a manufacturing defect or was printed incorrectly, contact us within 30 days of delivery. Please include:

  • Your order number.
  • A clear photo showing the problem.
  • If several items with the same design have the same problem, one photo or video showing all of them together.

Once we’ve confirmed the issue, we’ll send you a free replacement or a refund, whichever you prefer. You don’t need to send the damaged item back.

Returns and exchanges

We don’t accept returns or exchanges for a change of mind or because the wrong size or colour was ordered. Please check the size guide and product details before you order. Small variations in colour between your screen and the printed item, and slight differences in print placement, are normal for made-to-order products and aren’t treated as defects.

Delivery problems

  • Wrong or incomplete address. If an order can’t be delivered because the address given at checkout was wrong, or it went unclaimed, we can reship it once you pay the cost of a replacement, or offer a partial refund.
  • Lost in transit. If your tracking shows no progress or your order hasn’t arrived well after the estimated delivery date, contact us. We’ll work with the carrier and our production partner, and if the parcel is confirmed lost we’ll send a replacement or refund you.
  • Customs and import charges for orders shipped outside the United States are the buyer’s responsibility and aren’t refundable.

Cancelling an order

Production often starts within hours. Contact us as soon as possible if you need to cancel. We can cancel and refund an order that hasn’t gone into production, but not once it has.

How to request a refund or replacement

Contact us with your order number, the product and a short description of the problem, plus photos for physical items. We reply within two business days.

How refunds are paid

Approved refunds go back to your original payment method through PayPal, including card payments made through PayPal’s checkout. PayPal usually processes the refund within a few days. Refunds to a card can take longer to appear, depending on your bank.

Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one published on the date you placed it. Our terms and conditions also apply to every purchase.