RETURN AND REFUND POLICY

Initial Payment

A deposit of 30% (for custom pet portraits) / 50% (for personalized pet portrait ornaments) of the full cost must be made before I begin the portrait/ornament. All payments are made through PayPal (PayPal.Me). 

Cancellation Before and After Portrait / Ornament Begins

If for any reason a client requires their commission to be cancelled within seven days of placing an order, they will receive a full refund. Any cancellation after seven days and before I have begun painting their portrait/ornament will incur a 10% cancellation fee which covers any work that will have already been completed, such as mock-ups, emails and general administration. Refunds are issued the same way the original payment was paid.

If clients request their commission be cancelled after I begin painting their portrait/ornament, their entire 30% (for custom pet portraits) / 50% (for personalized pet ornaments) deposit will be forfeited.

Booking Payment Paid-Price Freeze for 12 Months

If clients have paid their 30% (for custom pet portraits) / 50% (for personalized pet ornaments) deposit, which saves their space on my commission list, but do not fully complete the necessary steps required for the commissioning of a portrait/ornament (for example, do not provide reference photographs), I will lock in their portrait/ornament price for 12 months from the date the deposit was made. If the client resumes the portrait/ornament painting process more than 12 months after the initial payment was made, their portrait/ornament price will be subject to the current pricing in effect at the time.

Changes Required to the Final Pet Portrait / Personalized Pet Portrait Ornament 

When the portrait/ornament is complete, I will email the client a high quality watermarked final photo of the portrait/ornament for approval. If the client would like changes, they must let it be known at this stage. I wish to work with clients until they are 100% happy with their pet portrait/pet ornament. However, if the issue cannot be resolved, the client’s deposit will be forfeited and they will not receive a portrait/ornament.

Full Payment Before Portrait / Ornament is Shipped

Remaining payment of 70% (for custom pet portraits) / 50% (for personalized pet portrait ornaments) of the full cost must be made before the portrait/ornament is shipped out to the client. Upon finalizing the portrait/ornament, and sending images of the finished portrait/ornament for client approval, a final invoice will be sent out. Once payment has cleared, the portrait/ornament will be shipped.

Changes Required to the Portrait / Ornament Once Shipped

Once receiving their custom pet portrait/personalized pet portrait ornament, the client has 14 days to contact me about any changes that may be required. If the portrait/ornament needs to be returned for alterations, the client will be responsible for the expense of return shipping in the original packaging. If after alterations have been made and the client remains unhappy and would like a refund, I will take possession of the artwork and refund 50% of the total cost paid.

Damage in Transit

My portraits/ornaments are packaged to a very high standard. In the unlikely event that your portrait/ornament is damaged, please photograph the portrait showing the damage and the packaging and contact me immediately. The client will return the portrait/ornament to me at their expense and I will create a new portrait/ornament at no additional cost. The wait time for the replacement portrait/ornament will be dependent on the commission list lead time at the date of return.

Use of Portrait Images

I retain the copyright for all the portraits that I produce and I reserve the right to use the image of their pet portrait on my website and for promotional material. Reproductions of the final portrait may also be used by me for the creation of other merchandise. If clients are not comfortable with having their portrait on display or reproduced, please make me aware of this at time of ordering.