Returns and refunds
Every portrait we make is personal to you, created from your own photo, in the design, size and finish you choose. This page explains what that means for returns, and what we do if anything arrives damaged or is not right. None of it affects your statutory rights.
Prints and framed prints
Because each print is made to your specification and personalised for you, the 14-day right to cancel for online purchases does not apply to it (Consumer Contracts Regulations 2013, regulation 28(1)(b)). This means we cannot accept returns or give refunds because you have changed your mind.
Before we print anything, we email you a proof. Please check it carefully, especially the spelling of your dog's name, and check the size and frame you chose, because we print exactly what you approve.
If you contact us before we have started work on your portrait, we will cancel your order and refund you in full.
Downloads
When you buy a download, we ask you at checkout to agree that we start making it straight away and to confirm you understand that you then lose the 14-day right to cancel (regulation 37). If you contact us before we have started work, we will cancel and refund you in full. If your file is faulty, for example it will not open or it is not the portrait you approved, tell us and we will fix it or refund you.
Damaged or faulty items
We pack every print and frame carefully, but if your order arrives damaged, faulty or not as you ordered, we will put it right. Please:
- Email us at [contact email: add it in Settings] within 14 days of delivery, so we can help quickly.
- Include your order number and photos of the damage, the packaging and the label.
- Keep the item and its packaging until we have replied, in case the carrier needs to see them.
We will then reprint and send a replacement free of charge, or refund you if you prefer. You do not usually need to send the damaged item back. If we do ask for it, we will pay the return postage.
Asking you to tell us within 14 days helps us sort things out while the details are fresh. It does not limit your rights: under the Consumer Rights Act 2015 you can reject goods that are faulty or not as described within 30 days of delivery for a full refund, and you have further rights to a repair, replacement or refund after that.
If we make a mistake
If we send the wrong size or finish, or your print does not match the proof you approved, we will reprint it correctly at no cost to you, or refund you if you prefer.
If your order does not arrive
If your print or frame has not arrived within 10 working days of dispatch in the UK, or 15 working days in Europe, please email us. We will check with the carrier and, if it has been lost, send a replacement or refund you.
How refunds are paid
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. If you paid partly with a gift voucher, that part is returned to the voucher.
Contact us
Email [contact email: add it in Settings]. Pawcasso Portraits is a trading name of [registered company name: add it in Settings], company number [company number: add it in Settings], registered office [registered office address: add it in Settings].
Last updated 6 November 2026.