Returns & refunds

Every portrait is printed especially for you once your order is placed. Because each piece is personalised to your pet and your chosen style, we're unable to accept returns or offer refunds for change of mind — this reflects your right to cancel under the UK Consumer Contracts Regulations, which doesn't apply to personalised items made to your specification.

If you've made a mistake in your order (a typo in your pet's name, the wrong style, the wrong address), message us on WhatsApp as soon as possible. If your portrait hasn't gone into production yet, we'll do our best to change it for you.

In the rare event your portrait arrives damaged, or isn't what you ordered, message Charlie on WhatsApp within 14 days of delivery with your order number (it starts with SB) and a photo of the issue. We'll reprint and resend at no cost to you, or refund you in full — your choice.

You don't need to return the damaged item unless we ask you to.

Portraits go into production very shortly after your order is placed. If you change your mind before production starts, message us on WhatsApp and we'll cancel and refund in full. Once production has started, we can no longer cancel, because the piece is being made for you.

Refunds go back to the card or payment method you used, within 14 days of us agreeing the refund. Your bank may take a few more days to show it on your statement.

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights where goods are faulty or not as described.

Message us on WhatsApp . The quickest way to reach Charlie, our founder. Please include your order number (it starts with SB).