Returns & Refunds Policy

Every portrait we create is individually hand-painted by an artist based on the photos and customization details you provide. Because each artwork is made specifically for you, our return and refund policy is different from that of standard, mass-produced products.

Our Satisfaction Guarantee

We want you to be happy with your finished portrait.

Our artist will first complete your hand-painted portrait based on the photos and customization details you provide.

Once the painting is completed, we will send you a preview of the finished artwork for your review before shipping.

At this stage, you can carefully check the overall portrait and request any changes you would like.

You can request revisions until you are satisfied with your portrait.

There is no fixed limit on reasonable revision requests before final approval. If you would like us to adjust details such as your pet's appearance, facial features, fur, colors, expression, background, or other elements of the painting, our artist will continue making revisions based on your feedback.

After each revision, we can provide you with an updated preview for confirmation.

We will only proceed with final packaging and shipping after you confirm that you are satisfied with the finished portrait.

Custom & Personalized Products

All of our portraits are individually hand-painted and personalized specifically for each customer.

Because of the customized nature of our artwork, once you have reviewed and approved the final portrait and the order has entered the packaging or shipping stage, we generally cannot accept returns or issue refunds due to a change of mind, personal preference, or dissatisfaction with details that were already approved during the artwork confirmation process.

For this reason, we strongly encourage you to carefully review the completed artwork before giving final approval.

If there is anything you would like changed, please let us know before approving the portrait. We will continue working with you until you are satisfied.

This does not affect your rights if your order arrives damaged, defective, incorrect, or significantly different from the final artwork you approved.

Changes and Revisions

After your portrait has been completely hand-painted, we will send you a preview of the finished artwork.

You may then request revisions based on your preferences.

There is no fixed limit on reasonable revisions before you give final approval. Our goal is to make sure you are satisfied with the portrait before it is shipped.

Revisions may include reasonable adjustments to details such as:

• Your pet's facial features

• Eyes and expression

• Fur details and colors

• Body details

• Background

• Small composition details

• Other elements of the hand-painted portrait

Once you confirm that you are satisfied with the final version, the portrait will move to the final packaging and shipping stage.

After final approval, further modifications may no longer be possible.

If you notice an issue after approval but before shipping, please contact us immediately. If the portrait has not yet been dispatched, we will check whether additional changes can still be made.

Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

If your portrait arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.

You can contact us by:

Email: qq2294981@gmail.com
WhatsApp: +86 176 0768 1932

Please provide:

• Your order number

• A description of the issue

• Clear photos of the artwork

• Clear photos of the packaging if the item was damaged during delivery

Once we review the information, we will work with you on an appropriate solution.

Depending on the circumstances, this may include repair, repainting, replacement, or a refund.

Returns

Because each portrait is individually hand-painted and personalized specifically for you, we generally do not accept returns after the final artwork has been approved by the customer.

Before shipping, you will have the opportunity to review the completed painting and request revisions until you are satisfied.

If there is a problem with your order after delivery, please contact us before sending anything back.

Please do not return your portrait without contacting us first.

Unauthorized returns may not be accepted.

If a return is required as part of resolving a damaged, defective, or incorrect order, we will provide you with the appropriate return instructions.

Cancellations

If you would like to cancel your order, please contact us as soon as possible.

You can contact us by:

Email: qq2294981@gmail.com
WhatsApp: +86 176 0768 1932

If our artist has not yet started working on your portrait, we may be able to cancel the order and issue a refund.

If our artist has already started painting your custom portrait, cancellation or refund options may be limited because artist time, materials, and production costs have already been incurred.

If the portrait has already been completed, we encourage you to review the finished artwork and request revisions instead. We can continue adjusting the painting before shipment until you are satisfied.

Cancellation requests will be reviewed based on the production status of the order.

European Union Customers

If your order is shipped to the European Union, certain consumer protection rights may apply.

However, goods made to the consumer's specifications or clearly personalized may be excluded from the standard 14-day right of withdrawal under applicable consumer protection laws.

Our hand-painted pet portraits are individually created using the customer's own photographs and customization requirements and are therefore personalized products.

This does not affect your statutory rights if the product is faulty, damaged, incorrect, or does not conform to the order or the final artwork you approved.

Refunds

If a refund has been approved, it will be issued to your original payment method.

Please allow up to 10 business days after the refund has been processed for the funds to appear in your account. Processing times may vary depending on your bank, credit card company, or payment provider.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us.

Email: qq2294981@gmail.com
WhatsApp: +86 176 0768 1932

Contact Us

If you have any questions about your portrait, revisions, order status, cancellations, returns, or refunds, please contact us:

Email: qq2294981@gmail.com
WhatsApp: +86 176 0768 1932

We recommend contacting us before taking any return or refund action so that we can help resolve the issue as quickly as possible.