Returns & Refunds Policy
At Pet Portraitly, we take great pride in the quality of our artwork and the happiness of our customers. Because each portrait is custom-made specifically for you and your pet, we have a unique approach to our returns policy.
1. Custom Products (The “Made for You” Policy)
Since every portrait is personalized and created exclusively for you, we do not accept returns or exchanges for “change of mind.” Once our artists have started working on your file or your order has been sent to production, the order cannot be cancelled or refunded, as the item cannot be resold.
We encourage you to double-check your photo upload before completing your order to ensure you are happy with the image you have provided.
2. Damaged or Defective Items
We strive for perfection, but if your order arrives damaged, defective, or there is an error in the printing/production process, we will make it right.
If you believe your product is damaged or defective, please contact our support team at support@petportraitly.com within 14 of receiving your order. Please include:
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Your order number.
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A clear photo showing the damage or the defect.
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A brief description of the issue.
If your claim is approved, we will gladly send a replacement to you at no additional cost.
3. Order Cancellations
We understand that sometimes plans change. If you wish to cancel your order, you must contact us within 24 hours of placing it.
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If you cancel within 24 hours: We will issue a full refund to your original payment method.
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If you request a cancellation after 24 hours: Our artists may have already begun working on your portrait. In this case, we may be unable to cancel the order, or a cancellation fee may apply to cover the design time already invested.
4. Shipping & Handling Fees
Shipping costs are non-refundable. If a replacement is sent for a damaged item, we will cover the shipping costs for the replacement.
5. Incorrect Shipping Addresses
Please ensure your shipping address is correct at checkout. If an order is returned to us due to an incorrect address provided by the customer, we will need to charge a re-shipping fee to send it to the correct address.