Refund & Returns Policy
Last updated: 10 August 2026
Every portrait is made for one pet and one customer. That shapes this policy — but so does the fact that you should never be stuck with something broken or wrong.
The short version
| Situation | What happens |
|---|---|
| You cancel before approving your proof | Full refund |
| You cancel after approving your proof | No refund — printing has begun |
| Your item arrives damaged or faulty | Reprint or refund — your choice |
| We sent the wrong item | Reprint or refund — your choice |
| Digital download, already delivered | No refund |
| You are unhappy with the proof | Unlimited free revisions until you are happy |
Before you approve your proof
You can cancel at any point before you approve your proof, for any reason, and we will refund you in full. No questions, no fee.
Email orders@pawtraitstory.com and ask to cancel.
Refunds go back to your original payment method and normally take 5–10 working days to appear, depending on your bank.
After you approve your proof
Once you approve your proof, we send it to print immediately. From that moment the order cannot be cancelled or refunded.
This is because your portrait is made specifically for you. It cannot be resold or restocked. A framed print of your dog has no value to anyone else.
You are in control of this moment. Nothing prints until you say so, and revisions before that point are free and unlimited. If you are not sure, ask for another revision instead of approving.
If you are not happy with the proof
Tell us what you would like changed. We will revise it and send a new proof.
There is no limit on revisions and no charge for them. We would much rather spend the extra time than have you approve something you are not delighted with.
If your item arrives damaged, faulty or wrong
This is different from changing your mind, and it is always put right.
If your portrait arrives damaged, has a printing fault, or is not what you ordered, you choose: a free replacement, or a full refund.
What we need
Contact us within 14 days of delivery with:
- A video showing the damage or fault clearly
- A photo of the outer packaging, if the box is also damaged
A video rather than a photo because it shows the whole item and the nature of the damage far better, and it means we can resolve it in one message instead of five.
Email everything to orders@pawtraitstory.com.
What happens next
We review it and reply within 1-3 working day. If a replacement is agreed, we produce and ship it at no cost to you. You will not usually need to return the damaged item — we will tell you if we do need it back, and we will cover the postage.
Digital downloads
Digital portraits are non-refundable once the file has been delivered, because the file cannot be returned.
The same protection applies as everything else: you approve a proof before the final file is sent, and revisions before that point are free and unlimited.
If the file you receive is faulty or does not match the proof you approved, tell us and we will fix it.
Delivery problems
Lost in transit. If tracking shows your order has not arrived within a reasonable time after the estimated delivery date, contact us. We will investigate with the carrier and either replace or refund.
Wrong address. If an order is returned to us because the delivery address given was incorrect or incomplete, we will contact you. Reshipping to a corrected address may incur a charge. Please check your address carefully at checkout — especially for gift deliveries.
Refused or unclaimed. If an order is refused at delivery or left unclaimed and returns to the carrier, we cannot refund it, as the item is custom made and cannot be resold.
Your legal rights
Nothing in this policy takes away rights you have under the law of the country you live in.
In most countries, custom-made and personalised goods are exempt from standard change-of-mind return rights — which is why this policy works the way it does. But your rights regarding faulty, damaged or misdescribed goods always stand, whatever this page says.
If you believe something is wrong with your order, contact us. We would far rather sort it out directly.
How to contact us
Please include your order number. We aim to reply within one working day.