Refund Policy
Effective 6 September 2026.
Who handles refunds
Paddle is the merchant of record for every purchase, so refunds are processed by Paddle. You can ask us at hello@furhaps.com and we will arrange it, or contact Paddle directly using the receipt they emailed you. Paddle may also issue a refund at their own discretion under Paddle's Refund Policy. Nothing in this policy limits any greater refund right you have under Paddle's Buyer Terms or that policy.
When we refund
We will refund you in full if:
- your keepsake is not delivered as agreed and you are entitled to cancel for non-delivery;
- what you receive is materially not what was described;
- there is a defect we cannot correct within a reasonable time and without significant inconvenience, or you are otherwise entitled to a full refund under applicable law;
- you were charged twice, or charged in error.
Our 30-day promise: ask within 30 days of delivery — or, if your keepsake was never delivered, within 30 days of the date it was due — and we will not argue about it. That promise is additional to your legal rights, not a deadline for reporting a defect or non-delivery. You may still have statutory remedies after 30 days.
These full-refund promises do not replace any statutory right to correction, a price reduction or another remedy. A correction is free where required by your legal rights. We will not require you to accept repeated attempts where the law entitles you to another remedy.
When we usually cannot refund
Each keepsake is written and illustrated for one specific dog, from the details you send. Outside any statutory cancellation or refund right, we do not normally offer a change-of-mind refund after we have started making your keepsake. Starting work does not itself remove a statutory right to withdraw. This restriction does not limit any greater refund right under Paddle's Buyer Terms or Refund Policy, or Paddle's ability to issue a discretionary refund.
If you change your mind before we start, tell us at hello@furhaps.com and we will refund you in full.
We are not able to remake a keepsake for free on the basis of taste alone — a different style, a different tone — but tell us anyway. We would rather hear it. This does not apply where we have failed to follow the agreed description, style, tone or personalisation details.
Statutory cancellation and withdrawal rights
The change-of-mind restrictions above do not limit cancellation or refund rights available under the law applicable to your agreement, wherever you live.
Consumers in the EU/EEA and the UK normally have 14 calendar days to withdraw from a digital-content purchase without giving a reason. For this purchase, that period is counted from the day after the purchase contract is concluded, not from the day the keepsake is delivered. A longer period may apply where required withdrawal information has not been provided.
Personalisation, accepting our terms, submitting photographs and our starting production do not, by themselves, remove that right. We do not currently rely on an early-supply waiver of your statutory withdrawal right. Where you validly withdraw, we will not deduct a preparation charge for digital content supplied without the required early-supply formalities.
Consumers elsewhere may also have cancellation or withdrawal rights under applicable law or under Paddle's Buyer Terms and Refund Policy. Those rights are not restricted by this policy.
This does not affect your other legal rights, including your rights if the keepsake is faulty or not as described.
How to withdraw
To withdraw from your purchase, send Paddle a clear statement before the applicable deadline. You can contact Paddle at help@paddle.com or through its buyer-support service. The seller's name and postal address for your location are set out in our Terms and in Paddle's Buyer Terms. You do not have to give a reason or use a particular form. Your order ID helps, but a notice without it is still valid.
Please also email hello@furhaps.com so we can stop work. A notice concerning your separate agreement with Furhaps can be sent directly to that address.
For an EU/EEA or UK statutory withdrawal, the purchase payment must be reimbursed without undue delay and within 14 days after the withdrawal notice is received, using the original payment method unless you expressly agree otherwise, and without a refund fee. More protective applicable rights remain unaffected.
Model withdrawal form
Complete and send this only if you wish to withdraw. An ordinary, unambiguous statement works just as well.
To: the Paddle company named as the seller for your location in our Terms, at its registered
office address above, or by email to help@paddle.com
(for your separate agreement with Furhaps: IMS House Grzegorz Zięba, Podleszany 452, 39-300 Mielec, Poland, hello@furhaps.com)
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of
the following service: personalised digital keepsake — order ID or dog's name: ____________
Ordered on: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is sent on paper): ____________
Date: ____________
(*) Delete as appropriate.
Complaints
To complain about your keepsake or our service, email hello@furhaps.com with a description of the problem and enough information for us to identify your order. We will send our response by email within 14 calendar days of receiving your complaint. Acknowledging receipt is not the same as resolving it.
Paddle handles complaints concerning its separate purchase agreement. You can contact Paddle directly at help@paddle.com or through its buyer-support service. We will help with the information needed to resolve a keepsake issue.
Out-of-court dispute resolution
For eligible disputes concerning your agreement with IMS House Grzegorz Zięba, out-of-court dispute resolution may be available through the competent Polish Trade Inspection authority (Inspekcja Handlowa). Information about available procedures and authorised bodies is provided by the Polish consumer authority UOKiK at polubowne.uokik.gov.pl.
If we cannot resolve your complaint directly, we will provide the required information about the relevant out-of-court procedure and whether we agree to participate. This does not restrict your right to go to court. Disputes concerning Paddle's agreement are subject to the arrangements applicable to Paddle.
Chargebacks
If something is wrong, please contact us so we have a chance to fix it. This does not prevent you from contacting your bank or using any chargeback rights, and you should not miss any deadline set by your bank.