Refund policy

Returns & Refund Policy – Pawtrait Memories

Because every Pawtrait Memories product is custom-made and personalised from your pet’s photo, we’re unable to offer returns or refunds for change of mind. Each piece of artwork is uniquely created just for you and your pet, making every order a final sale.

That said, your satisfaction is extremely important to us. If you’re not happy with your custom pet portrait, please contact us and we’ll do everything we reasonably can to help make it right. We take pride in our artwork and always aim to deliver a final masterpiece you’ll love.

Damaged, Incorrect, or Faulty Orders

If you receive:

  • The wrong product

  • The wrong size or print

  • A damaged item due to shipping

We will replace your order at no cost. Just let us know within 48 hours of receiving your order, and we’ll take care of it promptly.

Order Changes & Cancellations

If you’ve placed an order and changed your mind, you can request a cancellation or modification within 30 minutes of purchase.

After 30 minutes, changes or cancellations are granted at our discretion, as our artists often begin working on your custom artwork almost immediately after your order is placed.

Photo Quality & Artwork Guidelines

Your custom pet portrait is created using the photo you upload at checkout. It’s your responsibility to ensure the photo meets our photo submission guidelines.

Please note:

  • Low-quality or blurry photos will result in lower-quality artwork

  • We cannot guarantee results if photography guidelines are not followed

  • We cannot edit facial expressions (e.g., opening/closing mouths or adding smiles)

  • We can perform minor edits such as removing red-eye, adjusting eye colour, and similar small enhancements

All example artworks shown on our website were created using high-resolution, high-quality photos. To achieve the same premium result, we strongly recommend uploading a clear, well-lit, high-quality image of your pet.

Our Promise

At Pawtrait Memories, we’re passionate about creating beautiful, personalised pet portraits that you’ll treasure for years. If there’s ever an issue with your order, just reach out — we’re here to help.