Refund Policy

At Petsonalised, your joy means the world to us. That's why we stand by our 30 Day 100% Happiness Guarantee. If, within 30 days of receiving your purchase, you're not delighted, we'll work hard to find a resolution that puts a smile back on your face.

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 cancelled on art work approval stage? A handling fee of $19.95 per pet/character will be deducted from your total refund amount. This is because of the drawing cost we paid for 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.

Returns for Unwanted Items: Received your order in good shape but changed your mind? Reach out to art@petsonalised.com with your order number. A flat 24.95 handling and delivery fee applies per returned unit.

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 24 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 (3.5%-4.7%). Refunds will have corresponding deductions.

Personalized Products: Returns aren't accepted for personalized items. We offer store credits or discounts, max 50% off.

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 opets 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!