Digital portrait guarantee
Custom digital portraits include a 30 day satisfaction guarantee. Contact us within 30 days of purchase if you are not satisfied with your completed portrait.
We may first offer a reasonable correction or regeneration. If you prefer a refund, or if the correction does not resolve the issue, we will refund the digital portrait purchase price to the original payment method. Link also provides transaction support for eligible digital purchases and may process a refund request under its terms.
A downloaded file does not remove this voluntary guarantee. After a full refund, permission to continue using the refunded portrait ends, and we ask that you delete any downloaded copies.
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.
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
Contact us immediately if you need to cancel a print order. A full refund may be available before production begins. Once printing or framing begins, any refund may be reduced by production costs already incurred. An order cannot be canceled after it ships or is handed to the carrier.
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.