Refund Policy

Nothing here is taken off a shelf. When you order, we paint your pet from the photos you send, then a printer makes that one piece and posts it to you. Once painting has started, the work cannot be resold or reused, which is why we do not offer refunds, exchanges or returns for change of mind — including deciding you no longer want it, ordering the wrong size, or picking a frame colour you later dislike.

You can cancel for a full refund within 2 hours of placing your order, as long as we have not started painting. Use the contact form with your order number.

After that, or once painting has started, the order cannot be cancelled. Digital portraits cannot be cancelled once the file has been emailed.

We paint from what you give us. If a photo is too small, too blurry or too dark to work from, we will email you and ask for another before we start — that is what the photo guide is for.

If you do not send a usable photo within 14 days of us asking, we will cancel the order and refund you in full. If you send a photo of the wrong pet, or change which pet you want after we have painted, that is a new order.

Ticking “email me a photo to confirm before it’s printed” means we send you a picture of the finished portrait and wait for your reply. You can ask for changes at that point, and we will make reasonable adjustments.

Once you approve a proof, the artwork is final. We cannot refund or remake it afterwards because you changed your mind about the character, the colours or the composition. If you do not reply within 7 days, we print the portrait as it stands so your order is not held up indefinitely.

This is where we are generous, because it is our problem rather than yours. We will replace your order free, with no return postage, if:

• ✦it arrives damaged, cracked or marked
• ✦the print is faulty — streaking, banding, the wrong colours
• ✦you received the wrong size, frame or persona
• ✦it never arrives at the address you gave us

Tell us within 7 days of delivery through the contact form, with your order number and photographs showing the problem, including the packaging if it was damaged in transit. We will remake and resend it. Do not post anything back to us unless we ask you to.

• ✦Change of mind, including gifts the recipient did not like.
• ✦A size you chose that turned out smaller or larger than you pictured — see the size guide before ordering.
• ✦Small differences between the colours on your screen and the printed piece. Screens are backlit and paper is not.
• ✦Artistic interpretation. These are stylised paintings of your pet in character, not photographic reproductions.
• ✦Delivery delays caused by the carrier, the weather, incorrect addresses, or anything else outside our control.
• ✦Orders where you gave us an incomplete or incorrect delivery address.
• ✦Digital files once they have been emailed to you.

The windows quoted on each product are estimates from our printers, not guarantees, and we do not refund an order because it took longer than expected. If a parcel has not moved for 14 days we will treat it as lost and remake it.

Christmas cut-off dates are published on the site from November. An order placed after the cut-off may not arrive before Christmas, and that is not grounds for a refund.

Approved refunds go back to the original payment method within 5 business days of us confirming them. Your bank may take a few days more to show it. We do not refund to a different card, account or person.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The rules above about change of mind apply only where the law does not give you a right to a remedy.

If something is wrong, tell us — we will almost always fix it faster than your bank will. Raising a chargeback before contacting us means we cannot remake your order while the dispute is open, and we will contest disputes for completed, delivered, made-to-order work.