Terms & Conditions
Last updated: 10 August 2026
Please read these terms before placing an order. By placing an order with PawtraitStory, you agree to them.
1. Who we are
PawtraitStory sells custom pet portraits, printed and shipped worldwide, or delivered as a digital file.
USA: PawtraitStory, 450 Lexington Avenue, Floor 12, New York, NY 10017, United States
UK: PawtraitStory, 25 Canary Wharf, Canada Square, London, E14 5LB, United Kingdom
India: PawtraitStory Flat 2211, 2/1149/1100 HiLITE Business Park, Kozhikode, Kerala 673014, India
Ireland: PawtraitStory, 10 Grand Canal Dock, Dublin 2, D02 X285, Ireland
Email: orders@pawtraitstory.com
In these terms, “we”, “us” and “our” mean PawtraitStory. “You” means the person placing the order.
2. What we sell
You upload a photo of your pet. We create a portrait from it in the style you choose, and you approve a proof before anything is printed.
How your portrait is made. Your portrait is generated using digital tools and then individually reviewed and refined by a person before it goes anywhere near a printer. Nothing is sent straight from generation to production. You see a proof and approve it before we print.
Portraits are available as:
- A framed print (8×12, 12×18 or 16×24 inches)
- A canvas print (12×18, 16×24 or 24×36 inches)
- A digital download
Printing and delivery are handled by our print partner, who produces locally in or near your country wherever possible.
3. Placing an order
When you complete checkout you are making an offer to buy. Your order is accepted when we send your order confirmation email. If we cannot accept your order — for example because a payment fails or the photo cannot be used — we will tell you and refund you in full.
Your photo matters. Portrait quality depends on the photo you send. If your photo is too small, too blurry, too dark or too far away for us to work with, we will contact you and ask for another one before any work begins. This costs you nothing.
4. Proof approval
We send you a proof of your portrait, normally within 1 to 3 working days of your order.
- You may request changes. Revisions are free and unlimited until you are happy.
- Nothing is printed until you approve the proof.
- Once you approve the proof, production begins immediately and the order can no longer be changed or cancelled.
If we do not hear from you, we will send reminders. We will not print without your approval.
5. Prices and payment
All prices are shown in US dollars and include shipping. Payment is taken in full at checkout through PayPal, which also accepts debit and credit cards.
We do not see or store your card details at any point.
Import duties and local taxes. Because printing usually happens in or near your own country, most orders arrive with nothing extra to pay. Where an order does cross a border, any customs duty, import tax or handling fee charged by your country is your responsibility. We cannot predict or control these charges.
Promotional pricing. Where a product shows a previous price alongside a sale price, the previous price is a genuine price we charge outside the promotional period.
6. Your photo and your rights
You keep ownership of the photo you upload.
By uploading it, you confirm that you own it or have permission to use it, and you give us permission to use it for the purpose of creating, printing and delivering your portrait.
We may ask separately if we can show your finished portrait as an example of our work. We will never do this without asking you first, and you are free to say no.
We keep your uploaded photo for 90 days after your order is completed, so we can handle reprints or questions. After that it is deleted. See our Privacy Policy for more.
7. The portrait itself
The finished artwork remains our copyright. You are free to keep, display and enjoy your portrait, and to share photos of it.
You may not resell the artwork, use it commercially, or reproduce it for sale without our written permission.
8. Things we cannot promise
We take real care with every portrait, but a few honest limits:
- Screens differ. Colours on your monitor or phone will not match a physical print exactly.
- Canvas wraps. On a stretched canvas, roughly 8% of the image wraps around the edges of the frame and is not visible from the front. We compose every portrait with this in mind.
- Style is interpretation. A portrait is an artistic interpretation of your photo, not a photographic reproduction.
9. Cancellation and refunds
Full details are in our Refund & Returns Policy, which forms part of these terms.
In short: you can cancel for a full refund any time before you approve your proof. After approval, production begins and the order cannot be cancelled. Faulty, damaged or incorrect items are always put right — that right is not affected by anything in these terms.
10. If something goes wrong
Contact us first at orders@pawtraitstory.com. Almost everything can be sorted out quickly.
We are responsible for delivering what you ordered, to the standard described. We are not responsible for losses we could not reasonably have foreseen — for example, an order intended as a gift for a specific date where you did not tell us the date.
Nothing in these terms limits liability that cannot lawfully be limited, including liability for fraud, death or personal injury caused by negligence.
Your legal rights as a consumer are not affected by these terms. Depending on where you live, you may have statutory rights covering faulty or misdescribed goods. Those rights stand regardless of anything written here.
11. Changes to these terms
We may update these terms. The version that applies to your order is the version published when you placed it.
12. Governing law
These terms are governed by the laws of India, and the courts of Kozhikode, Kerala have jurisdiction.
This does not remove any protection you have under the consumer law of the country you live in. If your local law gives you stronger rights, those rights apply.
13. Contact
We aim to reply within one working day.