Refund policy
Return & Refund Policy
We take great care in creating custom pet portraits that are personal, high-quality, and meaningful. Because every product is made to order, our return and refund policy reflects the nature of custom artwork. Please read the following carefully:
Refunds for Cancellations or Change of Mind
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If you change your mind, you may request a full refund only before we begin creating your artwork.
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If we’ve already started your artwork, but you have not yet approved it for printing, you may still cancel your order—but only the printing cost will be refunded. The artwork fee is non-refundable once the creative process has begun.
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Once you have approved the artwork for printing, the order is considered final and no further cancellations or refunds will be possible.
Returns for Damaged or Defective Products
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You may return damaged or defective items within 30 days of receiving your order.
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We offer a full refund, including original shipping costs, for approved damaged or defective items.
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If your item was shipped from a local print supplier, return shipping is free.
If it was shipped from a non-local supplier, the customer is responsible for return shipping.
Important: Photo Proof Required for Damaged Items
To ensure a smooth return process and help us identify where the damage occurred (courier or print supplier), please follow these steps:
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Take clear photos of the damaged product.
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Take photos of the outer packaging, especially if visibly damaged.
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Send the photos along with a short description of the issue to our support email (listed on our Contact page).
We cannot process returns for damaged or defective items without photographic proof of both the product and the packaging. This is essential due to the wide variety of printing partners and shipping carriers we work with.
No Returns or Refunds for Buyer’s Remorse
All of our artwork is custom-made and personally reviewed by the customer before printing or shipping. You will always receive a preview of your portrait and have the opportunity to request edits or approve it before it goes into production.
Because of this, we do not accept returns or issue refunds due to buyer’s remorse or dissatisfaction after approval has been given.
How to Start a Return
To initiate a return, please contact us using the form on our website or through any of the contact methods listed on our Contact page. We’ll guide you through the process from there.