Refund policy

At Pet Magic Studio, every custom portrait is made specifically for you and your pet. Because each artwork is personalized and created based on the photo and details you provide, our return and refund policy is designed to be fair to both our customers and our creative process.

Please read this policy carefully before placing your order.

Custom-Made Products

All custom-made products from Pet Magic Studio are created uniquely for each customer. This may include, but is not limited to:

  • Digital pet portraits
  • Framed prints
  • Pet mugs
  • Personalized artwork products
  • Any other custom or made-to-order items we may offer

Because these products are personalized, we do not accept returns or offer refunds for custom-made products once the order has entered production.

This includes situations where:

  • You change your mind after placing the order
  • You no longer want the product
  • You selected the wrong size, product, or option
  • You provided an incorrect shipping address
  • You uploaded a photo that does not meet our recommended photo guidelines
  • You are unhappy with the result due to the quality of the photo provided

However, we always want you to be happy with your order. If there is an issue with your artwork or product, please contact us and we will do our best to help.

Order Cancellations

You may request to cancel your order within 24 hours of placing it.

After 24 hours, your order may already be in the artwork creation, printing, or fulfillment process. Once production has started, we may not be able to cancel your order or issue a refund.

To request a cancellation, please contact us as soon as possible at:

[Insert support email]

Please include your order number and the email address used to place the order.

Artwork Revisions

We want your portrait to feel special and true to your pet.

Pet Magic Studio offers unlimited small edits to the original artwork before it is finalized, where reasonably possible. Small edits may include minor adjustments such as:

  • Small color corrections
  • Minor detail adjustments
  • Small composition refinements
  • Minor text or name corrections, if applicable

Major changes are not considered small edits and may require an additional fee. Major changes may include, but are not limited to:

  • Changing the pet photo after the artwork has started
  • Changing to a different pet
  • Requesting a completely new artwork direction
  • Changing the product type after production has started
  • Large redesign requests after the artwork has already been created

If a major change is requested, we will let you know whether it is possible and whether an additional charge applies.

Photo Quality Responsibility

Our artwork is created based on the photo you upload. For the best result, please provide a clear, high-quality photo of your pet.

By placing an order, you understand that:

  • Low-resolution, blurry, dark, cropped, or poor-quality photos may affect the final artwork
  • The quality of the final portrait depends heavily on the quality of the photo provided
  • It is your responsibility to upload a suitable photo
  • We may not be able to fix issues caused by poor photo quality

If we believe your photo may not be suitable, we may contact you to request a better photo. However, we cannot guarantee that every unsuitable photo will be identified before artwork creation begins.

Digital Product Refunds

Digital products are non-refundable once the digital file has been delivered.

Because digital files cannot be physically returned, we do not offer refunds for digital downloads after delivery. If there is a technical issue with your file, please contact us and we will help resolve it.

Damaged, Defective, or Incorrect Physical Items

If your physical product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

This may include:

  • Damaged items
  • Printing defects
  • Wrong product received
  • Wrong size received
  • Incorrect artwork printed
  • Items damaged during shipping

To help us resolve the issue, please include:

  • Your order number
  • A clear photo of the damaged, defective, or incorrect item
  • A clear photo of the packaging, if the item was damaged during shipping
  • A brief description of the issue

If your claim is approved, we may offer a replacement, reprint, or another appropriate solution at our discretion.

We do not require customers to return damaged or incorrect custom products unless we specifically request it.

Shipping Issues

Please make sure your shipping address is complete and accurate when placing your order.

Pet Magic Studio is not responsible for orders that are delayed, lost, or returned due to:

  • Incorrect shipping address
  • Missing apartment, unit, or building number
  • Customer not being available to receive the package
  • Refusal of delivery
  • Carrier delays outside our control

If a package is returned to sender or needs to be reshipped because of an incorrect address, additional shipping fees may apply.

Free Gifts and Promotional Items

From time to time, we may offer free gifts or promotional items, such as a free pet mug with eligible physical orders.

Free gifts and promotional items are not eligible for refund, return, or exchange. If a free gift arrives damaged or defective, please contact us and we may provide a replacement where reasonable and available.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom pet portraits
  • Digital downloads after delivery
  • Framed custom prints
  • Custom mugs
  • Personalized products
  • Gift cards, if offered
  • Free gifts or promotional items
  • Sale or clearance items, if offered

Customer Satisfaction

Your pet’s portrait is personal, and we want you to love it.

If you are unhappy with your order, please contact us at marketbuilders@protonmail.com . While we cannot guarantee refunds or returns for custom-made products, we will review your concern and do our best to find a fair solution.

Contact Us

If you have any questions about this Return & Refund Policy, please contact us at: marketbuilders@protonmail.com