Returns & Refunds
Updated September 19, 2026
Before You Order
Preview your portrait before buying. You can request a change, switch styles or upload another photo within the preview limits. Check your artwork, format, size, frame and address before payment. There is no obligation to purchase a preview.
Your Approved Portrait
Your portrait is made just for you, using the artwork you approve. Please check the likeness, details, format, size and frame before ordering. We cannot accept change-of-mind returns or requests to change approved artwork once it has gone to print. If you spot a mistake, contact us straight away and we will check whether production can still be stopped.
Damage, Faults or an Incorrect Order
We want you to be happy with your portrait. If it arrives damaged, has a printing fault or does not match your approved order, email [email protected] with your order number and a description of the problem. Photos of the portrait and packaging help us put things right. We will work with you to arrange a replacement or refund as appropriate.
Digital Orders
Your digital file is prepared from your approved portrait. If a download is missing, corrupted or does not match that artwork, contact us so we can restore access or correct it.
Returning an Item
Please contact us before sending anything back. We will let you know whether a return is needed and give you the correct instructions and address.
Refunds and Contact
Approved refunds go to the original payment method within the period required by applicable law. Your bank may take additional time to display the credit. Email [email protected] with order problems. Nothing in this policy limits mandatory consumer rights.
PawSafe LLP, 32 Kinburn Street, London, SE16 6DW, United Kingdom
[email protected]