Refund policy

Last updated: October 22, 2026

Every Portrapet item is made to order for one specific pet — yours. Because of that we can't take returns for a change of mind, but we stand behind the artwork, the print and the delivery. If something isn't right, we fix it at no cost to you. This page explains exactly what we promise, what isn't covered, and how to reach us.

1. Our promise on custom portraits

Free preview before we print

For every custom portrait and personalized item, we email you a digital preview within 24–48 hours of your order (Monday–Friday, excluding US holidays), with two buttons: Approve or Request changes. Nothing is printed until you approve.

By approving the preview you confirm that the artwork, spelling, dates and all other details are correct. If we don't hear back, we send you two reminders; if there is still no reply 48 hours after we sent the preview, we treat it as approved and print it so your order isn't delayed. If you ticked "Skip the preview, print right away" in your cart, your order goes straight to production.

Up to 3 free revisions

At the preview stage you can ask us to adjust fur color, markings, eye color, expression, small background details or the spelling of a name, up to 3 times at no cost. A new photo, a different pose or a different style counts as a new design.

Damaged in transit? Replaced free

If your item arrives bent, torn, scratched, water-marked, or with a cracked or broken frame, send us photos of the item and the packaging within 30 days of delivery. A replacement ships at no charge. You do not need to return the damaged item.

2. What else is covered

  • Defective items — printing errors, faded or misaligned prints, faulty frames or garments.
  • Wrong item — a different product, size, colour or personalisation from what you ordered and approved.
  • Lost packages — parcels marked delivered but not received, or with no tracking movement for 10 business days after the estimated delivery date.

For these cases you may choose a free replacement or a refund.

3. What isn't covered

  • A change of mind after you approved the preview, or after production has started on non-preview items (tees and ready-to-order designs).
  • A size, colour or product option you selected at checkout.
  • Spelling or details you entered and approved at the preview stage.
  • Print quality issues caused by a blurry, dark or low-resolution photo that we flagged at the preview stage and you asked us to proceed with.
  • Parcels delivered to an address you entered incorrectly. Please check your shipping address at checkout; we can correct it only within 6 hours of ordering.
  • Minor colour differences between your screen and the printed item.

4. Time limits

  • Damaged, defective or wrong items: contact us within 30 days of the delivery date.
  • Lost packages: contact us within 30 days of the latest estimated delivery date shown in your tracking.

Requests received after these windows are reviewed case by case but cannot be guaranteed.

5. How to make a claim

  1. Email cs@portrapet.com with your order number and the name on the order.
  2. Describe the problem in a sentence or two.
  3. Attach clear photos: the item, the issue up close, and the shipping label on the packaging.
  4. Tell us whether you'd prefer a replacement or a refund.

We reply within one business day. In most cases you keep the original item. If we do need it back, we send a prepaid return label — please don't post anything to us before we ask.

6. Refunds

Approved refunds go to the original payment method. They usually appear within 5–10 business days; some banks and card issuers take longer. Refunds may be full or partial depending on the issue (for example, a partial refund for a minor frame scuff you'd rather keep than replace). If a refund hasn't arrived after 15 business days, email us and we'll trace it with the payment provider.

7. Cancellations and changes

For custom portraits and personalized items, what you can change depends on how far along your order is:

  • Before we send your preview: change your photo, style, size or details, or cancel for a full refund.
  • Preview sent, not yet approved: ask for up to 3 free revisions. If you decide to cancel, you can choose full store credit, or a refund minus a 20% design fee for the work already done.
  • After you approve: your order goes into production and can't be cancelled or changed.

Ready-made designs without a preview can be changed or cancelled within 6 hours of ordering — email us with your order number. Full details are on our Cancellation & Modification page.

8. Customers in the European Union

If you are in the EU, you may return eligible non-personalised items within 14 days of delivery without giving a reason, provided they are unworn, unused and in original condition. Under the EU Consumer Rights Directive, items made to your specifications or clearly personalised (including portraits made from your photo and items printed with a name or text) are excluded from this right of withdrawal. Your statutory rights regarding faulty goods are not affected by anything on this page.

9. Contact

Portrapet Team
Email: cs@portrapet.com
Support hours: Monday–Friday, 9:00 AM–5:00 PM ET (US Eastern Time). We reply to every email within 1 business day.