Effective Date: 1 January 2024
At Pawtistic, we strive to ensure every customer is delighted with their custom pet portrait. Due to the personalized nature of our products, refunds are subject to the following terms and conditions:
1. Digital Portraits
Eligibility for Refunds:
- Non-Started Orders: If you cancel your order within 2 hours of placing it and work has not yet begun, you are eligible for a full refund.
- Revisions: We offer free revisions to ensure your digital portrait meets your expectations. Refunds are not provided once the artwork has been delivered unless it fails to meet the agreed-upon standards or specifications.
- Delivery Issues: If you do not receive your digital portrait due to a technical error on our part, we will resend the file or issue a refund.
Non-Refundable Scenarios:
- Refunds will not be issued for dissatisfaction based on subjective preferences after revisions have been made.
- Refunds are not applicable if incorrect or unclear photos were submitted by the customer.
2. Physical Portraits
Eligibility for Refunds:
- Damaged or Defective Products: If your physical portrait arrives damaged or defective, please contact us within 7 days of receiving your order with photos of the issue. We will offer a replacement or refund.
- Lost Shipments: If your order is lost in transit and confirmed by the shipping carrier, we will provide a replacement at no additional cost.
Non-Refundable Scenarios:
- Refunds are not available for physical portraits that match the approved digital version.
- We are not responsible for delays caused by shipping carriers, though we will assist in resolving the issue.
3. Cancellations
- Digital Portraits: Cancellations are allowed within 2 hours of placing your order if work has not started.
- Physical Portraits: Cancellations are allowed within 2 hours of placing your order. After that, cancellations may not be possible if the production process has begun.
4. Revision Policy
We are committed to ensuring you’re satisfied with your portrait. If you’re not happy with the initial draft of your digital portrait, you are entitled to free revisions to adjust colors, details, or background elements. Major changes, such as a complete redesign, may incur additional fees.
5. How to Request a Refund or Replacement
To request a refund, replacement, or revision, please email us at hello@pawtistic.co.uk with the following details:
- Order number
- Reason for the request
- Photos (if applicable, for damaged or defective physical portraits)
Our team will review your request and respond within 2 business days.
6. Exceptions
Refunds may be granted on a case-by-case basis at the sole discretion of Pawtistic if exceptional circumstances arise.
7. Contact Us
If you have any questions or concerns about our Refund Policy, please contact us:
Pawtistic
71-75 Shelton Street, London, United Kingdom, WC2H 9JQ
Email: hello@pawtistic.co.uk
