Refunds

Once delivery begins the purchase is final: we do not refund a change of mind, because you keep everything we send. If something is faulty or not as described, your statutory rights are unaffected and we will put it right. We say this beside the price, above the pay button, on every product — not here alone.

Delivery starts the moment your payment clears: the documents are generated and emailed within about a minute, and the download link works from then on.

Digital content has to be as described, fit for its purpose and of satisfactory quality (Consumer Rights Act 2015). A certificate with the wrong name on it, a card that will not open, a photo that did not come through: email hello@ukesaregister.co.uk with your registration number and we rebuild and resend it, free. If we cannot put it right, you get your money back. We reply within one working day.

Refunded registrations are marked inactive, so the credential always tells the truth. The verification page shows it as inactive, because the registration it confirmed no longer exists, and the download link stops working. Please do not keep using a printed card after a refund.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you would normally have 14 days to cancel a distance purchase. For digital content delivered immediately, that right is lost once delivery begins — but only if you expressly agreed to immediate delivery and acknowledged losing it first. That is what the tick box at checkout is, and we store the moment you ticked it and repeat it in your order email.

Nothing here affects your statutory rights under the Consumer Rights Act 2015 if something we sold you is faulty or not as described.

Because delivery starts the moment you pay, and you agree to that at checkout, the 14-day right is waived on every order. The regulations still require us to tell you how that right would be exercised and to give you a model form for it, so here it is. To use it, email it to us at hello@ukesaregister.co.uk.

A framed certificate is printed to your order with your pet on it, so it is a personalised item and the 14-day cancellation right does not apply to it either (regulation 28(1)(b)). Up until it goes to the printer we can still cancel it and refund that part; after that it exists, and it is yours.

If it arrives damaged, misprinted, or not at all within the time we said, tell us and we send another at no charge. That is your right under the Consumer Rights Act 2015, not a favour.

A gift code is delivered the moment it is emailed, so the same rule applies to it. Once the recipient has redeemed it, their documents are covered by the same statutory rights as anyone else’s. Gift codes never expire, so there is no deadline to redeem them.

If something has gone wrong, email us first. We would rather fix the problem than argue about it with your bank. We do respond to chargebacks and provide the order record, the delivery record, and the timestamped confirmation you gave at checkout — but nobody enjoys that, least of all you. Paddle, the seller named on your receipt, handles the payment side of any dispute.