Refund policy

At Pet Portrait Co, we want you to absolutely love your personalised pet portrait!

Every portrait is custom-made using the photos and details you provide. We offer artwork proofs and revisions to help ensure you're happy with your design.

 

Artwork Proofs & Approval

For printed and framed portraits, we'll email you an artwork proof for approval before printing.

If you're not completely happy with your proof, we're more than happy to make amendments.

If you're still unhappy with the artwork, you can request a full refund before approving the design, provided the artwork has not entered production or been delivered as a digital file.

Once you approve your artwork and it enters production, we cannot offer refunds or changes for change of mind due to the personalised nature of our products.

Digital Artwork Orders

Digital artwork is a personalised product created specifically for you.

Once your completed digital artwork has been emailed or delivered to you, we do not offer refunds for change of mind, including where you decide you no longer want the artwork or would prefer a different product.

If you're unhappy with your artwork, we're happy to work with you on reasonable amendments to the design.

Please note:

• Digital-only purchases do not include a physical print or frame.

• Digital artwork is delivered electronically.

• Once the completed digital artwork has been delivered, change-of-mind refunds are not available.

• Any upgrade to a printed and framed portrait will incur an additional cost.

This does not affect your rights under Australian Consumer Law.

 

Printed & Framed Portraits

All printed and framed portraits are made to order using your approved artwork.

Once your artwork has been approved and production has commenced, we cannot accept cancellations, changes or refunds for change of mind.

If your portrait arrives damaged, faulty or incorrect, please contact us with photos of the issue so we can assess it and provide an appropriate remedy in accordance with Australian Consumer Law.

 

Gift Vouchers

Gift vouchers are non-refundable for change of mind, except where required by Australian Consumer Law.

 

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or other remedy if your product or digital artwork fails to meet applicable consumer guarantees, including where it is faulty, not as described or not fit for its disclosed purpose.

 

Contact Us

If you have any concerns about your order, please contact Pet Portrait Co. We're always happy to help and want you to love your artwork!