Shipping, Returns & Refunds

We offer two ranges, and they are produced differently. Which applies to your order is shown on the product page at the time of purchase.

Portraits from our portrait studio. You generate and approve your artwork before paying, so there is no separate design stage. Once payment is confirmed, your artwork is prepared for print and sent into production automatically, usually within a few minutes. This means production begins straight away and an order of this type cannot normally be changed or cancelled after payment. Please check your options and the spelling of your pet's name before ordering.

Hand-drawn portraits. These are drawn by an artist from the photograph you supply. We will email you a preview for approval, normally within [1 to 2] business days of your order. You can request changes at that stage. Production begins only once you approve the artwork, so the overall timeline depends partly on how quickly you reply. If we do not hear from you, we will follow up rather than proceed without your approval.

Printed products. Printed items are produced and dispatched by our print partner, normally within 1 to 3 business days of your artwork entering production. Delivery times are set out at Shipping.

Digital products. Digital files are delivered by email. Files from the portrait studio are normally sent shortly after payment. Digital files for hand-drawn portraits are sent once the artwork is approved.

Business days are Monday to Friday, excluding public holidays in England and Wales. Orders placed at a weekend or on a public holiday are treated as received on the next business day.

Estimates. All processing and production timeframes are estimates based on normal conditions and are not guaranteed. Periods of high demand, particularly in the run-up to Christmas, may extend them, and we will publish revised timings on the site where that is the case.

If there is a problem with your photograph. Occasionally a photograph is not usable at the size ordered, or a detail cannot be reproduced clearly. If that happens we will contact you using the email address on your order and ask for an alternative before proceeding. This may extend the timescales above.

Shipping charges are calculated and displayed at checkout before you pay, based on your delivery address and the items in your order. Where an order qualifies for free shipping, the threshold for your market is shown at checkout.

Printed products are produced and dispatched by our print partner, who prints locally to your delivery region wherever possible. This means orders are usually shipped from within your own country or region rather than from the United Kingdom.

Delivery estimates shown at checkout or on product pages are estimates only and are not guaranteed. They run from dispatch, not from the date you order, so the production times set out at Order Processing and Fulfilment apply in addition.

Delivery may be affected by matters outside our reasonable control, including carrier delays, weather, customs processing, industrial action and periods of exceptional demand. We are not liable for delays of that kind, but this does not affect your rights below.

If your order does not arrive. If your order has not arrived within a reasonable time, contact us and we will chase it with our print partner and the carrier. Where an item is confirmed lost, we will reprint and reship it at no cost, or refund you in full if you prefer. Unless we have agreed a specific delivery date with you, we will deliver within 30 days of your order, and if we do not, you may treat the contract as at an end and receive a refund.

Responsibility for the parcel. Your order remains our responsibility until it is delivered to you or to someone you have nominated to receive it. If it arrives damaged, see Returns and Refunds.

Customs, duties and taxes. Because printing is carried out locally to your region wherever possible, most orders are not subject to import duties. Where an order does cross a border, any import duties, taxes or customs charges are set by the destination country and are your responsibility unless stated otherwise at checkout. We cannot predict these charges and they are not included in the price you pay us. If a parcel is refused or returned because such charges are not paid, we may deduct the cost of return and reshipping from any refund.

Delivery addresses. We can only deliver to the address you provide at checkout, and we cannot change it once an order has entered production. If a parcel is undeliverable or returned because the address given was incorrect or incomplete, we may charge for reprinting and reshipping.

Nothing in this section affects your legal rights.

Our products are made to your specification and personalised to you, so they cannot be resold. For that reason:

• You do not have the 14 day right to cancel that applies to most online purchases. Under the Consumer Contracts Regulations 2013, that right does not apply to goods made to your specification or clearly personalised.
• Digital files are supplied immediately. By placing an order for a digital file you request immediate performance and acknowledge that you lose the right to cancel once delivery has begun.
• We do not offer returns, exchanges or refunds because you have changed your mind, or because of details you entered incorrectly, such as the spelling of a pet's name or the size, colour or framing you selected.

You see the artwork before you pay. Our portrait studio generates a preview from your photograph free of charge, and hand-drawn portraits are sent to you for approval before they go into production. If a result is not what you hoped for, try a different photograph, change your options, or contact us before ordering. Once you have approved artwork and paid, production begins.

Photograph quality. The result depends heavily on the photograph you supply. A blurry, dark, distant or heavily obscured photograph will produce a weaker portrait. We publish guidance on choosing a photograph, and we are happy to look at one before you order if you are unsure. Where the finished product reflects the artwork you approved, we cannot refund it on the basis that the underlying photograph was not ideal.

None of the above affects your legal rights. If a product is faulty, not of satisfactory quality, or not as described, you are entitled to a remedy whatever this policy says. In particular we will put things right in the following cases.

• Damaged in transit or misprinted. Contact us within 14 days of delivery with photographs of the item and the packaging. We will reprint and reship free of charge, or refund you if a reprint is not possible.
• Lost in transit. See Shipping Rates and Delivery Estimates.
• Wrong item, wrong size, wrong finish or wrong artwork. We will replace it or refund you in full.
• The printed item does not match the artwork you approved. We will reprint it or refund you.
• Digital file not delivered, corrupt or unusable. Contact us and we will resend or reissue it. If we cannot, we will refund you.

Where goods are faulty, you also have a statutory right to reject them within 30 days of delivery and receive a refund.

How to report a problem. Email info@pawfectpicture.com with your order number and, for a physical item, clear photographs of the problem and the packaging. Please keep the item and its packaging until the matter is resolved. Refunds are made to the original payment method and are normally processed within 5 to 10 business days of being agreed.

Goodwill. Where something falls outside the cases above but you are genuinely unhappy, contact us. We would rather sort it out than have you left with something you do not like, and we will do what we reasonably can.

Portraits from our portrait studio. The preview generated in the studio is your proof. You see the artwork, with your pet's name and chosen options applied, before any payment is taken, and you can regenerate it, change your options, try a different photograph or ask us to make changes as many times as you like. Placing the order is your approval of the artwork shown. Because of that there is no separate proofing stage: production begins as soon as payment is confirmed.

Hand-drawn portraits. We email you a proof for approval before anything is printed. Production begins only once you approve it.

• We aim to send your first proof within [1 to 2] business days of your order. Where Priority Preview has been purchased, we aim to send it sooner, as stated on the product page. Priority Preview affects how quickly the proof is prepared; it is not required in order to receive one.
• Please review the proof carefully, including the spelling of any names, the size, the framing and the overall likeness.
• You can request changes at this stage, and we will keep working until you are happy with it.
• Any delay in providing approval will delay the estimated delivery date by a corresponding amount. Where we do not hear from you, we will follow up. If we have had no response [30] days after sending a proof, we may cancel the order and refund you.

After approval. Once you have approved a proof, or placed an order in the studio, we cannot make further changes to the artwork and we cannot cancel the order. This includes changes to a pet's name, size, framing or background colour. Please check these before approving.

What a proof does and does not show. A proof shows the artwork, not the physical product. Colours on your screen depend on your display and its settings, and printed colours may differ. Paper, canvas and frame finishes cannot be judged from a proof. See Products or Services.

This does not affect your legal rights. Approving a proof confirms that the artwork is what you want. It does not waive your right to a remedy if the item you receive is faulty, damaged, or does not match the artwork you approved. See Returns and Refunds for Custom Goods.

Personalised goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the United Kingdom, and equivalent legislation implementing Directive 2011/83/EU in the European Union, the 14 day right to cancel does not apply to goods that are made to your specifications or are clearly personalised. Our portraits are generated or drawn from a photograph you supply, using options you choose, and where you provide one they carry your pet's name. They are therefore clearly personalised and cannot be resold, and the 14 day right to cancel does not apply to them.

Digital files. Where you order a digital file, you expressly request that we begin supplying it immediately, and you acknowledge that once supply has begun you lose the right to cancel. You confirm this when you place your order.

Services. Where you buy a service such as Priority Preview, you expressly request that we begin performing it immediately, and you acknowledge that you will lose the right to cancel once it has been fully performed.

Items that are not personalised. If you buy an item from us that is not personalised, the 14 day right to cancel applies to that item in the normal way. You may cancel within 14 days of receiving it, and you must return it to us in the condition you received it. Contact us at info@pawfectpicture.com to arrange this.

This does not affect your other rights. The absence of a right to cancel does not affect your rights if a product is faulty, damaged in transit, not as described, or not of satisfactory quality. Those rights apply to personalised goods in exactly the same way as to any other goods. See Returns and Refunds for Custom Goods.

Customers outside the UK and EU. These particular rights arise under UK and EU law. If you are ordering from elsewhere, you may have different rights under your local law, and the rest of this policy applies to your order.

Please inspect your order when it arrives. If anything is damaged, misprinted or faulty, contact us at info@pawfectpicture.com and we will put it right.

Tell us as soon as you can. Reporting transit damage within 48 hours of delivery helps us raise a claim with our print partner and the carrier while the evidence is fresh, so please do so if you can. Reporting later does not remove your rights, but it may take us longer to resolve. Please report any damage or fault within 14 days of delivery where possible.

What to send us. Your order number, a description of the problem, and clear photographs of the item and of the packaging it arrived in. Please keep the item and its packaging until the matter is settled, as we may need to provide them to our print partner. Please do not dispose of a damaged item before contacting us.

What we will do. Once we have verified the problem, we will reprint and reship the item free of charge. Where a reprint is not possible, or where you would prefer it, we will refund you in full. You will not be charged for return shipping, and in most cases we will not ask you to return a damaged item.

Digital files. If a digital file is missing, will not open, or is corrupt, contact us and we will resend or reissue it. If we cannot, we will refund you.

Your statutory rights. If goods are faulty, not as described or not of satisfactory quality, you have the right to reject them within 30 days of delivery and receive a full refund. After that period you are entitled to a repair or replacement, and to a refund or price reduction if that is not successful. Nothing in this policy shortens those periods or requires you to give notice within a shorter time in order to rely on them.

Order Cancellations and Modifications

Portraits from our portrait studio. These go into production automatically as soon as payment is confirmed, usually within minutes. Once that has happened we cannot cancel the order, change the artwork, or change the size, framing, background colour or pet's name. Please check your order before placing it. If you realise immediately that something is wrong, contact us at info@pawfectpicture.com straight away and we will change or cancel it if it has not yet reached production, but we cannot promise this.

Hand-drawn portraits. You can cancel at any time before you approve the proof, and we will refund you in full. Changes to the artwork are made as part of the proofing stage described at Digital Proofing and Approval. Once you have approved the proof, the order goes into production and cannot be cancelled or changed.

Delivery addresses. Contact us as soon as possible if you need to change a delivery address. We can usually only do this before an order reaches production, which for studio orders is a matter of minutes. Once an item has been printed or dispatched we cannot redirect it. If a parcel is undeliverable or returned because the address given was incorrect or incomplete, we may charge for reprinting and reshipping.

Where we cancel an order. If we cancel an order for any of the reasons set out in our Terms of Service, we will refund you in full.

This does not affect your legal rights. Nothing in this section limits your rights if a product is faulty, damaged, not as described or not of satisfactory quality. See Damaged or Defective Items and Right of Withdrawal.