Refund policy

Refund Policy

Last updated: January 2025

Our Commitment

Every portrait at PetArt Studio is custom-created just for you. We stand behind the quality of our work and want you to love your portrait.

Custom Portraits — No Change-of-Mind Returns

Because each portrait is uniquely made to order using your submitted photo, we are unable to accept returns or issue refunds for change-of-mind purchases. This includes cases where you simply changed your mind, ordered the wrong style, or the portrait did not match your personal taste (rather than a quality issue).

This is why we include free revisions with every order and send you a preview for approval before we send anything to print. Please review your preview carefully.

Free Revision Policy

Every order includes unlimited frees revisions.

  • Revision requests must be submitted within 48 hours of receiving your portrait preview email
  • Revisions cover: style adjustments, composition tweaks, color corrections
  • Revisions do not cover: complete re-creations due to a poor-quality photo submitted by the customer
  • If you need a second revision, we may offer it at a small additional fee

Damaged or Defective Items

If your order arrives damaged, has a print defect, or was shipped incorrectly, we will reprint and reship your order at no charge.

To report a defect:

  1. Email us at hello@petgalleryco.comwithin 7 days of delivery
  2. Include your order number and clear photos of the damage or defect
  3. We will arrange a replacement within 2–3 business days

Lost or Undelivered Packages

If tracking shows your package as delivered but you haven't received it, please:

  1. Check with neighbors and building management
  2. Wait 2 additional business days (occasional carrier delays)
  3. Contact us if still unresolved — we will investigate and arrange a replacement if necessary

For packages lost in transit (never received a delivery scan), we will reship at no charge.

Photo Quality Disclaimer

The quality of your portrait depends significantly on the quality of the photo you submit. We recommend reviewing our Photo Guidelines before uploading. We will contact you if your photo is unlikely to produce a quality result before we proceed.

Contact Us

Questions about your order? hello@petgalleryco.com

We typically respond within 24 hours, Monday–Friday.