Refund policy

Refunds & Returns Policy

Last updated: May 2026

Made to order — every single time

Every piece we make at Welsh Pony Plaques is created especially for you, painted by hand to match your horse, your dog, or your story. Because every item is personalised and custom-made, we are unable to accept returns or offer refunds once production has begun.
This is in line with the Consumer Contracts Regulations 2013, which state that the right to cancel does not apply to goods made to a customer's specifications or that are clearly personalised.

Damaged in transit?

We pack every order carefully, but if your item arrives damaged please:

• Take a clear photo of the damage and the packaging
• Contact us within 48 hours of receiving your order
• We will arrange a replacement free of charge

Please do not return damaged items without contacting us first.

Something not right?

If there is an error on our part — wrong name, wrong colours, or a fault with the craftsmanship — please get in touch within 48 hours and we will make it right.

Contact us

Email: evans.johnny56@yahoo.co.uk

We aim to respond within 2 working days.