Refund Policy
At Petsonalised, we understand that you may wish to request a refund. However, as our products are personalized and made specifically for you, we must adhere strictly to our policies. Please read the policies below for complete details.
Refund Process: Refunds will be credited to your original payment method, usually within 3-5 business days.
Get in Touch: Need assistance? Drop us a line at art@petsonalised.com, and we'll get back to you promptly.
Cancellation on Artwork Stage: You ordered but changed your mind and canceled after the artwork approval stage? A handling fee of $19.95 per pet/character will be deducted from your total refund amount, along with a 5% payment gateway fee based on the total order value. This is to cover the drawing costs paid to the artist.
Cancellation While In Transit: If an order has already shipped but was lost due to unforeseen circumstances with the shipping carrier (FedEx, UPS, USPS, DHL), we regret that we cannot offer a full refund for cancellations after shipment. However, you can file a claim directly with the carrier for resolution. Alternatively, we’re happy to replace the entire product at no additional cost if the items are lost or damaged. Our goal is to ensure you have the best possible experience, and we’re here to assist you with whichever option works best for you.
Cancellation Due to Shipping Delays: We regret any inconvenience caused by shipping delays; however, cancellations cannot be accepted solely due to such delays, as they are beyond our control. If we fail to move your order to production within 48 hours of your approval, you may request a partial refund. The refund will exclude a $19.95 artist handling fee, canvas production fees, shipping costs, and a 5% payment gateway fee. Returns must be made at your expense, and once the item is received in its original condition, we will promptly process your refund. Evidence of any production delays will be provided upon request.
Missing Delivery Policy: If you have not received your order but the shipping company shows proof of delivery, please check with neighbors, household members, your post office, or PO box. We cannot issue a refund for items marked as delivered. However, if you provide evidence that the item is missing (e.g., a report from the post office or courier), we will remake and replace the item at no cost to you.
Unacceptable Product Policy: As our products are handmade and personalized, we require approval of the artwork/product design before production. Since you have entered into a contract by approving the design, we cannot offer refunds for dissatisfaction with the final product. However, if the product is damaged due to courier handling, we will not issue a refund but will remake and replace the item at no cost to you.
Broken or Damaged Items: If your item arrives damaged, please email a photo to art@petsonalised.com along with your order number, and we’ll be happy to replace it at no additional cost. While we’re unable to offer a full refund due to costs involved in creation and shipping, we’re committed to making sure you receive your order in perfect condition and will replace it free of charge to ensure your satisfaction.
Cancellation Policy: We process orders quickly. Cancellation requests within 12 hours are okay. Temporary change: During holiday Seasons, the window is 6 hours after order placement due to holiday rush.
Payment Gateway Fees: Note that payment gateways (PayPal, Stripe (Credit Card), Amazon Pay, Apple Pay) impose non-refundable transaction fees (5%). All refunds will have corresponding deductions.
Customer Error: Items can't be returned for customer errors, so please check all customizations carefully before ordering. We're here to make you happy!
Holiday Season Policy: In the holiday hustle, we do our best, but unexpected delays may occur. Regrettably, no refunds for delays due to weather or unforeseen events.
REMINDER: We’ll do our best to reach you by email and SMS to confirm your approval. If we don’t hear back after several reminders, we’ll move forward with printing and shipping your portrait to the address you provided.
Once your approval is received, if the portrait has already entered production or been shipped and you’d like adjustments, we’re happy to offer a reproduction at a reduced rate. While we’re unable to offer a free replacement in this case, we’re here to make any needed adjustments as easy and affordable as possible.
For adding of pets or accessories in a portrait, there’s a standard fee of $15 per addition, though we’re always open to discussing options with you.
Thanks for choosing petsonalised—where happiness meets creativity!