Digital portrait guarantee
Contact us if you are not satisfied with a completed portrait. We may first offer a reasonable correction or another creation to resolve the concern.
If a technical problem prevents a portrait from being completed, the eligible free creation or portrait credits used for it are returned after we confirm that the portrait cannot be completed.
Contact us within 30 days of a credit pack purchase to ask about a refund. Eligibility depends on how many purchased credits have been used. Link also provides transaction support for eligible credit pack purchases and may process a request under its terms.
Print replacements and refunds
Every print is custom made. We prioritize a free replacement when a print arrives damaged, has a manufacturing or printing defect, or is different from the product ordered.
If a replacement is unavailable or is not an appropriate resolution, we may provide a full or partial refund. Lost and seriously delayed shipments are reviewed with the carrier before a replacement or refund is approved.
Issues that are not normally covered
- A change of mind after a custom print enters production
- An incorrect size or frame option selected by the customer
- An incorrect image, spelling, crop, or design choice supplied or approved by the customer
- A package returned because of an incorrect address, refusal, or failure to collect it
- An order that is still within its stated production and shipping estimate
We may still review unusual circumstances individually and offer a practical resolution when possible.
Order changes
Review the shipping address, portrait, print size, frame option, and frame color carefully before placing your order. We cannot edit these details on an existing print order after payment.
If production has not begun and you need to change something, open the print from your dashboard and use Cancel my order in the Manage order section. If we confirm the cancellation, you can place a new order with the correct choices. Current prices and availability will apply to the new order.
Once production begins, changes and cancellation are no longer available. This includes printing, cutting, framing, finishing, packing, and labeling. We cannot cover a replacement or refund when a package is returned because the customer provided an incorrect or incomplete address.
How to report a print issue
Contact support@petportraitdirect.com within 14 days of delivery. Include your order number, a description of the issue, and clear photos of the print and packaging. Keep the original packaging until we finish reviewing the claim.
For a shipment that appears lost, contact us after the estimated delivery window has passed so we can review the tracking history with the carrier.
Cancellations
Self service cancellation is only available before production begins. Open the print from your dashboard and use Cancel my order. We check the current production stage again before cancellation begins. The request may remain in progress while we confirm cancellation with the print facility.
If cancellation succeeds, we request a full refund to the original payment method. The order page says the refund is on its way only after payment processing accepts it. Most refunds appear within 5 to 10 business days, although your bank or card provider controls the timing.
Prints purchased in one shared payment must be canceled together. The cancellation and refund cannot be split among prints from that payment. Once production begins, the order cannot be changed or canceled.
Refund timing and legal rights
Approved refunds are sent to the original payment method. Your bank or card provider controls how quickly the credit appears.
Please contact us before opening a bank dispute so we have an opportunity to resolve the issue quickly. Nothing in this policy limits rights that cannot be limited under applicable consumer law.