Refund policy

Returns & Refund Policy

Each Petopia portrait is handcrafted and personalized for your companion. We begin creation immediately after you place an order. To ensure fairness and quality, please review the policy below.

Custom Orders (Non-Returnable)

All customized artwork is non-returnable and non-refundable once creation has started, except in the case of quality issues described below.

Order Cancellation & Refund Window
  • Within 24 hours of purchase: You may request a full refund. Our artists start promptly, so please contact us as soon as possible.
  • After 24 hours: The artwork is in production and cancellations or refunds are not available for change-of-mind reasons.

Request cancellation or support via email: bonbon293428@gmail.com

Quality Issues (30-Day Guarantee)

If your item arrives defective, damaged, or with a clear quality problem, contact us within 30 days of delivery. We will provide a free replacement or a full refund after verification.

  • Include your order number and a brief description of the issue.
  • Attach clear photos or a short video showing the problem (packaging + product).
  • We will respond with the next steps and a prepaid label if a return is required.
Lost or Shipping-Damaged Parcels

If your parcel is lost in transit or arrives with carrier-induced damage, we will arrange a free replacement after carrier investigation. Please notify us promptly upon discovery.

Artwork Preview & Revisions

When applicable, we provide a preview for your review before final printing. You may request reasonable adjustments to details such as fur texture, lighting, or minor expression refinements. Nothing proceeds to print until you approve.

Exclusions
  • Change of mind after the 24-hour window.
  • Customer-provided photos that are low-resolution, poorly lit, or heavily obstructed, resulting in limitations that were disclosed during preview/approval.
  • Normal variations inherent to handcrafted artwork (color tone, brush texture, minor crop differences).
How to Reach Us

Email: bonbon293428@gmail.com

Quick Summary
  • Refund window: Full refund available within 24 hours of order.
  • Custom returns: Not accepted unless quality issues.
  • Quality guarantee: Replace or refund within 30 days.
  • Shipping loss/damage: Free replacement.
  • Contact: bonbon293428@gmail.com