Refund Policy
The Pawtrait Company cannot refund orders based on the nature of the custom pet photos that we offer and create. This is because your pet portrait is created specifically for you and your pet.
Your satisfaction is extremely important to us. Therefore, you have the opportunity to preview the portrait during the finalization process before it is sent for printing. Although we offer this, we cannot exclude that some customers may not be satisfied with the result. If the reason for your dissatisfaction was something you specified during the purchase, we will make the necessary revisions at no extra cost. Depending on the extent of the changes you want to make to the portrait, there may be a cost of at least £5 if the problem is due to something that was not specified during the purchase process. REMEMBER! You do not have the right to a refund or choose to return your purchase if you are simply dissatisfied with the result.
If it is our fault, and you receive the wrong size, frame colour or print, we will of course replace it with a new one or give you a refund. In that case, please send an email to hi@thepawtraitcompany.com with your name, order number, image and a brief description of the problem. This must be done within 48 hours of receiving the item.
It is possible that a courier may damage the item you have purchased; in this case, you should contact the courier and request a replacement.
We start working on your portrait as soon as we receive your purchase, as each of our custom pet portraits is unique and made from scratch. Within 12 hours of purchase, you should send us an email with your name and order number if you decide that you want to return your personalized pet picture and receive a refund. Order cancellations made after 12 hours are no longer available, as work on your pet portrait has already begun.