CANCELLATIONS: BEFORE PRODUCT RECEIVED
Order cancellations are permitted up to 2 hours after placing your order. As order processing starts right away, anything thereafter will require a 30% re-stocking fee that will go toward the time put into starting order fulfillment.
In some cases, we can cancel and refund an order beyond the 2 hour window at no cost to you (e.g. when artists have not yet started creating your artwork) Please email us to enquire.
Note that any order that has been sent to print cannot be cancelled under any circumstance.
REFUNDS: AFTER PRODUCT RECEIVED
If you received a defective or incorrect item we will replace it as fast as possible. As your order is specific to the pet photos that you provided, we do not offer refunds. All sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right. If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
Purchases made by consumers for personal use (where the intended use is not in connection with the individual's trade, business, craft or profession) are covered by the Consumer Rights Act which gives you 14 days to change your mind and a further 14 days to return the goods. The value of goods returned in satisfactory condition will be refunded, but not the original carriage cost.
Our products are principally intended for use in connection with a business, organization or trade and for such customers we apply a 10% restocking charge for returned goods to cover administration and re-stocking. The restocking charge may be waived if customers wish to exchange goods for another product of equal or greater value, though carriage will be chargeable. Courier charges are one-way, not round-trip, so unfortunately it is not possible to reduce collection charges by combining with a delivery.
If items are purchased with free delivery that means we funded the delivery cost out of the sale. If such goods are subsequently returned for credit an appropriate adjustment will be made to compensate us for this cost.
If you receive a defective or incorrect item we will replace it as fast as possible. Please report the issue to us via email and make sure to provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product. These issues, however, have to be reported 1 day upon receiving the product, so please make sure to check your product for defects as soon as it arrives!
We recommend that defected products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.
The cost of returning goods is the purchaser's responsibility, except in the case of incorrectly supplied, faulty or damaged goods. Some items are too large or heavy to send by post and a courier service will be the best solution. Retuned goods are at the risk of the purchaser until safely received by us. We advise you to use an insured and trackable shipping method.
When requested we can quote for picking up unwanted goods. Please bear in mind that collection charges are usually higher than delivery charges.
It is mandatory to receive a return shipping address by e-mail or chat on the website from the customer service department.
Condition of returned items
We can only accept back for credit goods which are 100% resalable. The product must be intact without any scuffs or scratches and in its original packaging, which must be unmarked. In practice this means that a product to be returned should not have been assembled or installed. Some products have inner packing elements which must be in place. Outer boxes specific to a product form part of that product and cannot be accepted back if missing, defaced or improperly resealed.
Please use a return address label, identifying you as the sender - do not write directly on the boxes.