Returns & Refunds
Last updated: March 2025
We stand behind every slate we make. If you're not happy with your order for any qualifying reason, contact us within 14 days of delivery and we'll make it right — reprint, replace, or refund.
Our promise to you
Every memorial slate is handcrafted to order specifically for you. We take quality seriously and we want you to love what arrives. If anything falls short of what we promised, we will always find a fair solution.
What's covered
The following situations are fully covered within 14 days of delivery:
- Print quality issues — faded, blurry, or discoloured print that isn't consistent with our product images.
- Damaged in transit — cracks, chips, or breakage caused during shipping.
- Wrong item received — incorrect size, name, dates, or any detail that doesn't match what you ordered.
- Missing items — your order didn't arrive or parts of it were missing.
In all of the above cases, we will offer your choice of a free reprint & reship or a full refund. You do not need to return the item.
Change of mind
How to request a refund or reprint
- 1 Email us at hello@pupy.co.uk within 14 days of receiving your order.
- 2 Include your order number (found in your confirmation email) and a clear photo of the issue.
- 3 We'll respond within 1 working day to confirm your resolution — reprint or refund, your choice.
- 4 Approved refunds are processed within 5–10 business days back to your original payment method.
Reprints
If you choose a reprint, we'll reproduce your slate at no cost and dispatch it within our standard production time (up to 3 working days). You'll receive a new tracking email once dispatched.
Refund processing times
Once your refund is approved, it is typically credited back to your original payment method within 5–10 business days, depending on your bank or card provider.
Questions?
We're always happy to help. Email us at hello@pupy.co.uk and we'll reply within 1 working day.