Refund policy

Returns & Refunds

Every Cosy by Clara portrait is created especially for you using the photograph and personalisation details you provide. Because our pieces are made to order and clearly personalised, we’re unable to accept returns or offer refunds for change of mind once your personalised order has been created.

Please take care when selecting your size, options and uploading your photograph. If there is an issue with the image you provide, we’ll contact you before creating your portrait wherever possible.

Damaged, faulty or incorrect orders

We want your finished piece to arrive exactly as it should. If your order arrives damaged, faulty, or is not what you ordered, please contact us as soon as possible after delivery with your order number and clear photographs of the issue.

Where an item is faulty, damaged or not as described, we will deal with the matter in accordance with your statutory consumer rights. Depending on the circumstances, this may include a replacement, repair or refund.

Order changes and cancellations

If you need to change or cancel your order, please contact us as soon as possible. Because personalised orders may enter production quickly, we cannot guarantee that changes or cancellations can be made once work has begun.

Photo quality

Your finished portrait is created from the photograph you upload. We recommend choosing a clear, well-lit image where your pet or subject is easy to see. If we believe your photograph may not produce a suitable result, we may contact you and ask for an alternative image.

How to contact us

For any problem with your order, please email hello@cosybyclara.co.uk and include your order number and, where relevant, photographs showing the issue.

Nothing in this policy affects your statutory rights.