We provide a 7 day money back guarantee from the date clients make their order with us. Refunds will be made to the card they ordered with.
If for any reason clients need to cancel their order they must contact us as soon as possible. At this point, clients will have either paid in full or paid a portion of the final cost of their portrait. There will be a cancellation fee which covers mock-ups, transaction fees, emails and general admin of £150.
If clients make a deposit to save a space in our commissions list, however don’t provide photos or fully arrange the details of the portrait with us, we will freeze our price list from the date of the paid deposit for 12 months. Thereafter, if the client returns to us after the 12 month period to arrange and finalise their portrait, they will be purchasing at our current price list.
Full payment must be made before work commences. Upon placing a deposit we will conrifim payment and place cleints into our cleint list. Two weeks prior to starting the artwork we will email you a final invoice to make payment via email. This is a safe and secure invoice personalised to you. Payment must be made before we start any artwork or order your canvas. If clients have chosen to use our framers to frame the artwork and order engraved plaques at this stage, payment for these services is made in full at the same time as the portrait. If clients decide on framing after the artwork is complete, we will invoice for this separately. Please note frames can take up to 3 weeks to be made from your order date, as they are all hand made bespoke.
When the portrait is complete we will email the client a good quality, watermarked final photo of the artwork for approval. If the client would like changes, they can let us know at this stage. We work with clients until they are 100% happy with the portraits. If however we cannot resolve the issue with the artwork, clients can opt to have a 50% refund, refunded delivery charges, minus payment fees.
On receiving an approved portrait the client has 14 days to contact us about any changes required. If the portrait needs to be returned for alterations the client must meet the costs of shipping back to our studio in its original packaging. If after the changes have been made the customer is still not happy and would like a refund we retain the artwork for disposal and 50% of the total cost paid.
Prices are quoted in UK sterling. Conversions of our prices can be seen on our prices page. If you reside outside of the UK your bank will exchange the total to your currency at their own exchange rate. Please note that payments and refunds are in UK sterling and we cannot be held responsible for any loss due to exchange rate fluctuations.
Gift Vouchers are non refundable. When redeeming, recipients who wish to add to their voucher will be purchasing on our current price list. If purchasing a gift voucher for a portrait in full, we are unable to include framing within the voucher due to each frame and moulding being a bespoke price.
We pack our portraits to a very high standard, however in the unlikely event your portrait is damaged, please photograph the packaging and artwork and email us immediately. The artwork is to be returned to us in its original packaging at the clients cost. Once received we will create another portrait at no additional cost. The lead time will depend on our commissions list at that time.
We retain copyright on all artwork we produce and we reserve the right to use our paintings and drawings on our pet portraits website and for our own promotional material. We will not reproduce clients artwork for sale and we do not sell merchandise or allow anyone else use our work for profit. Customer emails in whole or in part may also be used as a testimonial on our website. If clients are uncomfortable having their artwork or emails displayed on our website, please let us know upon ordering.
If you have any questions regarding our Terms and COnditions for our pet portraits you can contact us via email or telephone from our contact page at any time.