Refund policy

The short version: You approve the preview before we print. Don't love it? We remake it free. If the remake still isn't right, you get store credit. Refunds are issued as store credit, not money back, except in the cases listed under "When you get your money back" below.

Before printing

  • You see 4 previews and approve one before paying. Your approval click and timestamp are stored with the order.
  • After payment our checker scores the portrait against your photo. If it falls short, we regenerate automatically or email you 3 candidates to choose from. Your order waits for you.
  • Every confirmation email has a "Something's off? Tap here" link that works for 2 hours (or until you tap "Looks great"). It reopens the portrait for a free regeneration or a style switch. After the window, printing starts automatically.

After delivery: free remake first, then store credit

  • Portrait does not match your pet (wrong colouring, markings, missing a feature): free redo. Our checker re-scores the original; when it confirms the miss, the remake is issued automatically. No forms. If the remake still does not match, you get store credit for the item.
  • Damaged or lost (cracked ornament, smudged print, torn blanket, parcel never arrived): send one photo (or tell us it never arrived) and we reprint it free. Nothing to send back. If the reprint does not fix it, you get store credit for the item.
  • Arrived after the date we promised when you ordered before the cutoff shown on the site: store credit for the shipping plus up to $40 of the order. A person confirms it within 4 hours.
  • Changed your mind: personalised items cannot be resold, so we do not accept returns for preference. That is why the preview approval exists. If the delivered item genuinely does not look like the preview you approved, that is a redo, not a return.

How store credit works

  • Store credit is added to the customer account for the email on your order. Sign in at checkout with that email and it applies automatically. You get an email when it is added.
  • If we cannot add it to an account, we email you a single-use code for the same amount instead.
  • Store credit never expires, has no minimum order, and can be used on anything in the store, including another portrait for a different pet.
  • Store credit cannot be exchanged for cash, except where the law requires it.

When you get your money back

These are always refunded in full to your original payment method:

  • You cancel before your order ships. Nothing has printed yet, so cancel any time before shipping for a full refund to your card. This includes choosing "refund" on the pick-a-version page.
  • We miss the ship date we promised. If we cannot ship by the date shown when you ordered, we tell you, and you can cancel for a full refund to your card (US FTC Mail Order Rule).
  • We cancel your order. For example: we cannot make or ship it, the order fails our fraud check, or we never receive a photo of your pet.

Digital files

Delivered within minutes of QA approval. If the file does not match the preview you approved, we regenerate free. Digital files are not refundable once downloaded; if a regenerated file still does not match, you get store credit.

How to reach us

Reply to any order email, or support@pawregal.com. Standard cases are handled automatically around the clock; anything else gets a human reply within 4 hours, 7 days a week.