Refund Policy

Every portrait we create is made-to-order from your pet’s photo. Once production begins, we cannot resell the finished artwork to anyone else, which is why we do not offer refunds for change of mind, wrong photo upload, or buyer's remorse.

This is the standard policy used across the made-to-order portrait industry.

If your portrait arrives damaged (cracked, water-damaged, frame broken) or with a printing defect (wrong size, wrong frame, blurred print), OR if the product is significantly not as described in your order, we will replace it at no charge or issue a full refund.

“Significantly not as described” includes but is not limited to:

• The portrait depicts the wrong pet than the photo you uploaded.
• The size, frame style, or product type received differs from what you ordered.
• The artwork is materially different from any preview you approved.

• Report window: within 7 days of delivery.
• What we need: a 10–20 second unboxing videoshowing the issue (required to prevent fraud).
• Resolution:free replacement shipped within 3–5 business days, or full refund if a replacement is not possible or you prefer a refund.

Contact us at support@petcanvas.cc with your order number and the unboxing video.

Production begins within 24 hours of order confirmation. During that window you can:

• Edit your shipping address (email us before production starts).
• Cancel your order for a full refund (email us before production starts).
• Re-upload a different photo (email us before production starts).

After 24 hours, the order enters production and the all-sales-final policy applies.

PetCanvas is a pet-portrait service only. Our service does not perform automated face detection on uploaded photos — you are responsible for ensuring your photo contains only pets before uploading. We will reject orders containing recognizable people (alone, in groups, or alongside pets) when we become aware of them, and we may add automated detection in the future.

If your order is rejected for this reason, we will:

• Issue a full refund (no fees, no restocking charge).
• Permanently delete the uploaded photo and any generated image from our systems within 30 days.
• Notify you by email with the reason for rejection.

If a delivered portrait contains recognizable people that our manual review missed, contact us within 7 daysof delivery. We will work with you on a case-by-case basis — typically a free replacement using a cropped photo (you re-upload an animal-only version), or a partial refund if a replacement is not possible.

This restriction exists because we cannot verify the consent of every person depicted in a photo, and processing biometric / facial data of people creates additional legal obligations we are not set up to handle. See our Privacy Policy and Terms of Service for the full policy.

Tip: crop photos to remove any people before uploading.

Our standard delivery window is 10–19 business days(3–5 days production + 7–14 days shipping). If we are unable to ship your order within this window due to any reason — production issues, supply chain disruption, carrier delays, force majeure events — we will:

• Email you within 5 business days of becoming aware of the delay, with a revised estimated shipping date.
• Offer you the choice to either (a) wait for the revised shipping date, or (b) cancel your order for a full refund.
• If we do not hear back from you within 7 days of the delay notification, we will automatically cancel your order and issue a full refund to your original payment method.

This policy complies with the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR §435). See our Shipping Policy for current delivery estimates.

If tracking shows no delivery for 14 days past the estimated delivery date, contact us — we will either reship at no charge or refund 100% of the order.

We’re a small studio. Every refund comes out of our pocket, and every fraud claim (e.g. “I didn’t like it” 6 weeks later) cuts into the budget we use to make, frame and ship your next portrait.

The 7-day damage window + video requirement protects both sides: you get a replacement if something goes wrong, and we have proof that the issue is on our end, not a change of mind.

Questions? Email support@petcanvas.cc.