Returns & Refunds

Standard prints

You may request a return of a non-personalised print within 14 days of receiving it. Contact us before sending anything back so we can provide the correct return instructions and address.

After notifying us, the item must be sent back within 14 days. Unless the item is defective, damaged or incorrect, return postage and suitable protective packaging are the customer's responsibility. Do not return an order to the production address printed on the parcel: our production partners cannot accept customer returns.

Returned prints should be handled only as necessary to inspect them and sent back in suitable protective packaging.

For a valid withdrawal, we refund the product price and the cost of the least expensive standard delivery option originally offered. Any additional cost for an upgraded or express service is not refundable. Refunds are made to the original payment method. We may wait until the item has been received, or until proof of return shipment has been provided, before issuing the refund.

Custom pet portraits

Custom portraits are created specifically from your photographs, selected direction and order notes. As clearly personalised goods, they are not eligible for the 14-day change-of-mind withdrawal right.

Payment starts the commission. A proof is sent before printing and one focused revision is included. Contact us immediately if you need to change or cancel your brief. If work has not started, we will try to help, but changes or cancellation cannot be guaranteed.

Nothing in this policy limits your rights if an item is defective, damaged, incorrectly produced or does not match the approved order.

Damaged, defective or incorrect orders

If your order arrives damaged, defective, incomplete or incorrect, contact us as soon as possible, ideally within 30 days of delivery. Include your order number, a short description, clear photographs of the print, and photographs of the outer packaging and protective inserts.

Where the claim is validated, we will arrange a replacement at no cost. If replacement is not possible or cannot be supplied within a reasonable time, an appropriate refund will be offered. The request to contact us within 30 days helps us investigate promptly and does not limit any statutory rights or legal guarantee that applies to your purchase.

Colour

Screens and printing processes reproduce colour differently, so small colour variations may occur. This does not exclude claims for a material printing defect or an item that does not correspond to the product shown or the approved proof.