Last updated: 21 October 2026 · BifrostPet is operated by BIFROST CREATIVE LTD.
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Changes and cancellation
Email support@bifrostpet.com with your order number as soon as you need a change or cancellation. Before production begins, we will check the status and confirm whether the request can be accepted. A request alone does not confirm a change.
Once production begins, we do not accept ordinary change-of-mind cancellations or design changes. This does not prevent remedies for a defect, failure to fulfil the order or another right that cannot legally be excluded.
Clearly personalized goods can be excluded from statutory change-of-mind withdrawal rights where local law permits. We do not apply this exception to goods that do not qualify.
Faulty, damaged, incorrect or missing goods
Contact us promptly with your order number, a description and, where available, photos of the item and packaging. Keep packaging while we investigate if reasonably possible. If you cannot provide photos, contact us to discuss other evidence.
We will provide the remedy required by applicable law. Depending on the circumstances, that can include repair, remake, replacement, a price reduction or refund. Preview approval does not waive rights relating to defective goods or a material departure from the agreed specification.
No short reporting window in this policy limits statutory rights. Contact us about non-delivery even if tracking says delivered.
Returning an item
Contact support for instructions and the appropriate return address in China before posting an item. The London registered office is not a returns centre.
For a verified defect or our error, we will arrange or cover reasonable necessary return costs where required. We may resolve an issue without a return when physical inspection is unnecessary. For another accepted return, we will explain customer-paid costs before you decide to proceed.
Our delivery and import-charge coverage does not automatically cover every return shipment.
Refunds and your rights
When a refund is due, we will confirm the amount and process it to the original payment method unless another method is agreed and lawful. Provider processing can affect when a credit appears. We will comply with applicable refund deadlines.
Mandatory consumer rights remain available, including applicable UK and EU conformity rights, Australian consumer guarantees, and applicable Canadian and New Zealand protections. We do not exclude rights or remedies that cannot legally be excluded.