We know how important it is to make sure your portrait is as perfect as your fur baby!
As our products are made to order and 100% personalised to the customer we do not accept returns or refunds on returning the portraits.
However if you are unhappy with your portrait we urge you to let us know when you receive your email preview, so we can make any edits before it is sent out.
This is the final time this can be requested for free without any further costs.
Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your order arrived damaged we can send you a replacement free of charge. Please take a few pictures of the damaged product and submit it to us via email at order@portrait-my-pet.com along with a brief description of the issue. Please provide your order number in the subject line.
Order Cancellation: Under the Distance Selling Regulations you have the right to cancel your order. If you wish to cancel your order please email us at order@portrait-my-pet.com within 24 hours of placing the order so we can look at this issue and solve it for you quickly.
If you exceed this time limit, we will deduct a fee of $25 for the artwork only and refund the balance. You will get a refund within 30 days from receiving the order. You will get a refund to your original payment method.
Exchanges:
The fastest way to ensure you get what you want is to cancel the item you have, and once the cancellation is accepted, make a separate purchase for the new item.
We email all of our customers a final version of their portrait for approval before we print it. Please make sure you check the artwork before approval.
Please follow our photo guidelines. If you are unsure of your pet photo don't worry, please email order@portrait-my-pet.com and our dedicated team will check the photo for you.
Refund Policy: In case of receiving wrong order or damaged portrait, we offer replacement of the portrait free of cost. We will notify you once we’ve inspected your issue, and let you know if the issue was approved or not. If approved, you’ll get your new portrait.
If you wish to cancel your order please email us at order@portrait-my-pet.com within 24 hours of placing the order. If you exceed this time limit, we will deduct a fee of $25 for the artwork only and refund the balance. You will get a refund within 30 days from receiving the order. You will get a refund to your original payment method.
