Return & Refund Policy

Return & Refund Policy

Last Updated: December 2024

Our 100% Satisfaction Guarantee

At Pawtrait Studio, we're obsessed with making you smile. If your custom pet portrait doesn't make you (or your gift recipient) absolutely love it, we'll make it right.

Preview-First Policy

You'll receive a full digital preview of your portrait before any payment is processed. This means:

  • You see exactly what you're getting before you pay
  • You can request unlimited revisions during the preview stage at no extra cost
  • Zero risk – if you don't love the preview, you don't pay

Digital Products (Instant Download)

Since digital files are delivered instantly upon purchase:

  • No refunds after download – but we'll work with you to make revisions if you're not satisfied
  • If there's a technical issue with your file, we'll resend it immediately
  • Contact us within 48 hours of purchase for any concerns

Physical Products (Framed Canvas & Prints)

Damaged or Defective Items:

  • We'll replace or refund any item damaged during shipping at no cost to you
  • Contact us within 7 days of delivery with photos of the damage
  • We'll send a replacement with expedited shipping

Quality Issues:

  • If your canvas doesn't match the approved preview, we'll remake it free of charge
  • Color variations due to different screens/monitors are not eligible for refunds

Change of Mind:

  • Custom products are made specifically for you and cannot be resold
  • We cannot accept returns due to change of mind after production begins
  • This is why we provide a preview-first process!

Shipping & Delivery Guarantee

Christmas Delivery Promise:

  • Orders placed by December 17th are guaranteed to arrive before December 25th
  • If we miss this deadline due to our error, you'll receive a full refund plus keep the portrait
  • Delays caused by shipping carriers or incorrect addresses are not covered

How to Request a Refund or Replacement

  1. Email us at support@pawtraitstudio.com with your order number
  2. Include photos if reporting damage or quality issues
  3. We'll respond within 24 hours (usually much faster!)
  4. Most issues are resolved within 48 hours

What's NOT Covered

  • Buyer's remorse after approving the preview
  • Minor color differences between screens and printed products
  • Delays caused by incorrect shipping addresses provided by customer
  • Custom requests that were fulfilled as specified

Memorial Portraits (Rainbow Bridge)

We understand how emotional these portraits are. If you're not completely satisfied with a memorial portrait, we'll work with you until it's perfect – no questions asked, no time limit.

Questions?

We're here to help! Reach out anytime:

  • Email: support@pawtraitstudio.com
  • Response time: Usually within 2-4 hours

Bottom line: We want you to love your portrait. If something's not right, we'll fix it. That's the Pawtrait Studio promise ⚡

– Alex & Max
Pawtrait Studio