Refund policy

Returns on custom products (portraits):

Due to the personalised nature of my custom artwork and products, I cannot offer returns once the item has been shipped. Your artwork is custom-designed specifically to your commission order and is based off photograph(s) provided by you, and is therefore entirely personal to you and your pet.

I want all of my customers to be completely happy with their pet portrait and with my service overall, and for this reason I do everything I can to ensure you are satisfied with your artwork, including sending you preview proofs and options, as well as accepting requests for revisions to the artwork until you are happy with it. Once you confirm approval of the artwork, you will be charged the remainder of the price of the artwork, and the item will be shipped to you.

If you are unhappy with the preview and wish to cancel at that point, you may do so, however your initial deposit will not be refunded.

If I send you a proof and you request a completely new drawing, an additional charge (equivalent to EUR€45) will be added for the re-draw.

Once a final proof has been accepted/approved, then a refund can not be given, as per standard practice in commissioning custom artwork (to avoid fraud).

I am more than happy to make changes to the drawing at your request, once you reply to your preview email with a description of the changes you would like. After that I will be in touch with a new preview for you to approve the changes.

Cancellations:

Cancellations can be accepted up to 4 hours after your order is placed, in which case I will process a refund for whatever Items you are cancelling. After that timeframe, I may be unable to provide cancellation requests for orders as the drawing for the artwork will have commenced.

Damages and issues:

Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can investigate the issue and make it right. If you received the wrong product, or incorrect size or print, or your product was damaged in transit, I will of course replace it without question. Please let me know within 48 hours of receiving your order in this case. Please include a photo of the item received in your initial email, this will allow me to work much faster to resolve any issues.

Exchanges:

Unfortunately, I do not offer exchanges due to the personalised nature of each order.

Gift cards & sale items:

Unfortunately, I cannot issue refunds on sale items or gift cards.

Discount Codes:

Discount codes can not be applied after payment has been processed on a placed order.

Refunds:

In the event of a refund being requested, I will contact you to advise you whether the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since I’ve approved your return, please contact me at orders@emilyspetportraits.com.