Pet Portraits by Melanie & Nicholas

Pet Portraits From Photos

pet portraits

Terms and Conditions

Welcome to the terms and conditions page. If you are about to order a portrait, we would like you to read the terms and conditions below before ordering. If you have any question please don't hesitate to email us at any time.

7 Day Ordering Money Back Guarantee
Customers have a 7 day money back guarantee upon ordering their portrait. As long as customers request a refund within the 7 days they will receive a full refund.

Cancellation after 7 days - before artwork begins
If you wish to cancel your order after the 7 days, please notify us as soon as possible, a charge of 20% will be made to cover shopping cart fees, administration, mockups and emails. The credit / debit card the customer made payment with will be refunded, minus the fee. Refunds cannot be made to another person or credit / debit card.

Cancellation Once Painting Process has started
If you wish to cancel once the portrait has already been started, there will be a cancellation fee of 40% of the total cost of the portrait.

Rejection of Portrait Once Approved and shipped to customer? 
On receiving an approved portrait, you have a period of 7 days to contact us about any changes required to the portrait. If the portrait needs to be returned for alterations the customer must meet the costs of shipping back to us and for the portrait to shipped again.

Once the alterations are made a new scan/photo of the artwork is sent for approval. If after the changes have been made, the customer is still not happy and would like a refund there will be a cancellation fee of 60% of the total cost of the portrait.


If a customer receives an approved portrait and wishes to have a refund but declines the opportunity for us to make changes, a refund will only be made once the customer has returned the portrait to us in its original condition, in original packaging within 7 days. We will then complete the refund - there will be a cancellation fee of 60% of the total cost of the portrait. We cannot refund framing, prints or shipping costs.


The credit / debit card the customer made payment with will be refunded, minus the fee. Refunds cannot be made to another person or credit / debit card.

You must make payment in the form of either a deposit or payment in full before any work commences. You can do so by credit card, debit card, gift voucher, cheque or postal order. Orders may be processed online, or by telephone, using a credit or debit card (currently VISA, MasterCard, American Express, Delta and Switch/Solo) or via Paypal. We aim to debit money from your account within one working day after receiving your order. If your delivery address is outside the UK and you order online you must pay by credit card or Paypal.

Credit Card & Paypal
To ensure that shopping online is secure, when paying by credit/debit card your details will be encrypted to minimize the possibility of someone being able to read them as they are sent over the Internet. Your credit card company may also carry out additional security checks to confirm it is you making the order. In the event your card is declined please contact your card issuer to authorise the transaction.

If you are collecting your portrait or you live local to us you may pay for your portrait in cash.

Cheque or Postal Order
If you reside in the UK, you may pay by cheque or postal Order. Please make cheques payable to Melanie Phillips and if you are unsure of the total please email us for an invoice. Please also send us a covering letter detailing your order, your contact details and delivery address.

Currency Exchange
Prices are quoted in UK pounds. Conversions of our prices to can be seen on our prices page. If you reside outside the UK your credit card company should exchange the amount charged to the currency of your country at the current rate. Please note that both charges and refunds are in UK pounds and we cannot be held responsible for any loss due to exchange rate fluctuations.

Full Payment before work commences
Full payment of the portrait must be made before work commences. We will invoice you the final total as we are about to start.

Gift Vouchers
Gift Vouchers cannot be exchanged for cash and are valid for three years from the date purchased by the recipient. Dates are stamped on the actual voucher. We reserve the right to view the voucher when the recipient orders their portrait using their voucher. When redeeming, recipients who wish to add to their voucher will be purchasing on our current price list. Gift Vouchers are non refundable.

Copyright Information
We retain copyright on all the artwork we produce. All commissioned artwork is displayed on our portraits in progress blog to allows customers to view the portraits develop. Once complete, the artwork may be added to a gallery page on our website.

Customer emails, in whole or in part may be used as a testimonial in the customer comments and in the gallery section. If you would prefer us not to display these please let us know upon ordering.

The artwork we create will only be used by ourselves for promotional material. We do not sell prints or merchandise using clients images for profit. White Willow Stitching reserve the sole rights to use selected images for cross stitch patterns. They also help to ensure that our artwork is not used by unscrupulous websites in the form of prints, mugs, stitching etc.

All text and images must not be used or copied either in full or in part on this website.

We can deliver to anywhere worldwide and provide a range of delivery services depending on the destination. Delivery costs can be found on our main prices page. If you would like to check delivery costs with us, please don't hesitate to email us at anytime. Delivery outside the EU may be subject to local import taxes, which are the customers responsibility.

Damage in Transit
We pack our portraits to a very high standard. If in the unlikely event your portrait is damaged it will need to be returned in its original packaging at your own cost and we will repaint or redraw the portrait for you free of charge. There will be a wait time on the replacement of artwork due to our cleint list demands.

Privacy Policy and Cookies
We will not sell, distribute or lease your personal information to third parties. Cookies are used in the shopping cart, but only to keep track of the contents of your shopping cart once you have added to the cart. If you do not wish to use cookies when you make an order, please adjust your Internet browser settings to not accept cookies. The Help option on the menu bar of your web browser should explain you how to do this.

When a client makes an order they will be disclosing their full name, e-mail address and delivery address. We will not disclose this information to any third party.

If paying over the telephone clients will need to disclose their credit or debit card number and the card's expiry date. This allows us to process your order. Once your order has been placed, your card information will be destroyed by us.

We also ask for a telephone number - this is only used in an emergency if there is a problem of any kind.

Secure server - our shopping cart area is secured using the industry standard 'Secure Socket Layer' technology to allow for encryption of sensitive information such as your credit card details. We have 'Automatic Fraud Screening' which guards our transactions with fraud screens, address and card verification checks, and 128-bit encryption.

Contact Us
We can be contacted at any time, please visit our contact page for full details.

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