Every portrait is painted for one specific animal, from the photo you send us. It is a custom made item, it exists only for you, and it cannot be sold to anyone else.
For that reason we do not accept returns, and we do not accept cancellations once work has started. Work starts as soon as your photo passes our check, so in practice an order cannot be cancelled.
That is the rule. Everything below is what we do so the rule never has to cost you anything.
We check your photo before we paint
Some photos will not work: too dark, too far away, face turned away, more than one animal in frame. We look at every photo before any work begins. If yours cannot produce a portrait we would be proud to sell, we tell you and refund you in full. We never charge for a portrait we did not make, and nothing is painted until your photo has passed.
We refund in full when we fail
- If we do not deliver. If your portrait has not reached you within 5 business days and we have not explained why, you get your money back in full.
- If the file does not work. A corrupt file, the wrong size, the wrong pet: we send the right one or refund you, whichever you prefer.
We fix it for free when it misses
One free revision, within 14 days of delivery. If the portrait does not look like your pet, tell us what is wrong and we remake it at no cost. Wrong coat color, wrong eyes, a collar that should not be there: those are things we fix, and we would rather fix them than argue about them. Be specific, and the second one comes back much closer.
What we will not refund
- Changing your mind after a good file has been delivered. A file cannot be given back.
- Buying the wrong size. Both sizes come from the same artwork and we cannot take a file back, so check before you check out.
- Print quality at home. We state the exact resolution of every size on the product page, and how large you can print it before it softens.
How to reach us
Write to order@petsofpaper.com and say what happened, with your order number. A person reads it, not a form, and you get an answer within one business day.