Refund Policy

At Pawtrait Studio, each portrait is created to the customer's specifications using the photo, style, and options selected at checkout. Because our products are personalised and made to order, they are generally non-refundable and cannot be cancelled once production has started.

1. Personalised Digital Products

Digital portrait files, downloads, and other digital products are made specifically for the customer and supplied digitally. By placing an order for a digital product and requesting immediate delivery, you expressly consent to us beginning performance during the withdrawal period and acknowledge that you lose any applicable right of withdrawal once delivery has started.

For that reason, digital purchases are non-refundable once delivery has begun, except where required by applicable law.

2. Personalised Canvas Prints

All canvas prints are bespoke, made-to-order goods created from the customer's selected pet photo and custom design choices. Because these items are clearly personalised and cannot be restocked or resold, they are not eligible for cancellation or return for change of mind once production has begun.

3. Delivery Times

Any production or delivery times shown on our website are estimates only. While we aim to meet those timelines, delays caused by production capacity, couriers, customs, weather, or other circumstances outside our reasonable control do not, by themselves, entitle a customer to a refund.

4. When a Refund, Replacement, or Reprint May Be Offered

We do not offer refunds for change of mind on personalised products. However, if your order arrives damaged, defective, incorrect, or otherwise does not conform to your order, please contact us and we will review the issue in line with your legal rights.

Where appropriate, we may offer one of the following:

• a replacement
• a reprint
• a partial refund
• a full refund

This may apply where:

• the item arrived damaged in transit
• the wrong item was sent
• the printed product is defective
• the delivered product does not materially match the order placed

5. Reporting a Problem

If there is an issue with your order, please contact us within 14 days of delivery at hello@pawtraitstudios.shop and include:

• your order number
• a brief description of the issue
• clear photographs showing the problem, packaging, and product where relevant

6. Your Statutory Rights

Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection laws in your country of residence.