Home / Returns & Refund Policy

Returns & Refund Policy

Last updated: 07/05/2025

Custom Products

Because all of our portraits are custom-made to your specifications, we do not accept returns or exchanges if you change your mind or ordered the wrong size or style after we have started creating your artwork.

Important: If you need to make changes or cancel your order, please contact us as soon as possible.

  • If we haven’t started working on your portrait yet, we’ll be happy to cancel or adjust your order so you can place it again correctly.
  • Once production has started, cancellations and major changes are no longer possible.

If we haven’t started working on your portrait yet, we’ll be happy to cancel or adjust your order so you can place it again correctly.
Once production has started, cancellations and major changes are no longer possible.

Damaged or Defective Items

If your order arrives damaged or defective, we’ll gladly replace it free of charge.

To request a replacement:

  • Contact us within 7 days of delivery.
  • Include your order number and a clear photo of the damage.
  • We will arrange a replacement as quickly as possible.

Order Cancellations

You may cancel your order for a full refund only if production has not yet begun. Once we’ve started creating your artwork, cancellations are no longer possible.

If you need to cancel, please contact us immediately at hello@petpixal.com and we’ll do our best to help.

Refunds

Refunds are issued in these cases:

  • Your portrait arrives damaged and you prefer a refund instead of a replacement.
  • Your order is lost in transit and cannot be located or delivered.
  • You canceled your order before production started.

Refunds are processed to your original payment method. Please allow 3–5 business days for the refund to appear on your statement.

Incorrect Addresses

Please ensure your shipping address is correct at checkout. We are not responsible for orders delivered to incorrect addresses provided by the customer.

Questions?

All artwork is carefully packaged to prevent damage during transit. Framed and unframed prints are shipped in protective materials.

Delays & Liability

While we do our best to deliver within the estimated timeframes, we are not responsible for shipping delays caused by the carrier, customs, or events outside our control.

Lost or Damaged Packages

If your order arrives damaged or is lost in transit:

  • Please notify us within 7 days of delivery (or expected delivery).
  • For damaged items, provide photos of the damage and packaging.
  • We will replace or refund any confirmed lost or damaged orders.

Incorrect Addresses

Please ensure your shipping address is accurate at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer.

If you realize your address is incorrect, contact us immediately. We will do our best to update it before shipment.

Questions?

If you have any questions about your shipment, please contact us at:

 

Email: hello@petpixal.com

Phone: +1 (555) 123-4567

We’re here to help!