Refund policy

 

Refund and Return Policy

Because every FurPainting portrait is custom-made from your pet's photo, custom items cannot be returned or exchanged once your artwork has been approved and printed.

Custom Portrait Products

All custom pet portrait products, including canvas prints, framed portraits, blankets, mugs, pillows, ornaments and puzzles, are made specifically for you based on your pet's photo and your personalisation choices. These items cannot be returned or exchanged once your artwork has been approved and sent to print.

If your custom item arrives damaged, defective, or with a production error on our part, we will replace it or issue a full refund at no cost to you. Please contact us within 7 days of receiving your order with your order number and clear photos of the issue.

Non-Custom Products

For any non-customised items, we offer a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at furpaintingg@gmail.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. Contact us at furpaintingg@gmail.com within 7 days of delivery.

Non-Returnable Items

The following items cannot be returned under any circumstances: custom and personalised products once approved and printed, sale items, gift cards, perishable goods, personal care products, hazardous materials, flammable liquids or gases.

Exchanges

First, contact us and we will determine whether the item/items can be exchanged or not. The fastest way to get what you want is to return the eligible item you have and, once the return is accepted, place a separate order for the new item. Custom portrait products cannot be exchanged once approved and printed.

European Union 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, provided the item has not been customised and produced. Custom portrait products that have entered production are exempt from this right under EU consumer law as they are personalised goods made to your specifications. For eligible items, your order must be unused, with tags and in its original packaging, along with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at furpaintingg@gmail.com.