Refund policy
All Pastel Puddles products are made to order specifically for each customer. Because your item is produced specifically for your order, we do not accept returns or exchanges for change of mind, incorrect size selection, or simply deciding that you no longer want the item once production has begun.
Cancellations
If you need to cancel your order, please contact us as soon as possible after placing your order.
Cancellations may be accepted only if production has not yet started. Once your order has entered production, we are unable to cancel it because the item has already been made specifically for you.
If your cancellation is accepted before production begins, you will receive a full refund to your original payment method.
Incorrect or Faulty Items
If your item arrives damaged, defective, incorrect, or does not match the product you ordered, please contact us as soon as possible with your order number and clear photographs of the issue.
Where applicable, we will work with you to provide an appropriate remedy, which may include a replacement, repair, price reduction, or refund in accordance with applicable consumer law.
Please do not try to return an item without contacting us first.
Size Selection
Please carefully check the size chart provided on each product page before ordering. Because our products are made to order, we cannot accept returns or exchanges solely because you selected the wrong size.
If you are unsure about sizing, please contact us before placing your order and we will be happy to help.
Your Legal Rights
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded or restricted. Where applicable, statutory rights relating to faulty, defective, incorrectly supplied, or otherwise non-conforming goods continue to apply.
For customers in the European Union, certain made-to-order or clearly personalised goods are exempt from the usual 14-day right of withdrawal. This does not remove your legal rights if goods are faulty or do not conform to the contract.