Refund Policy
Because each portrait is custom-made, refund eligibility depends on the product and order status.
Digital products
Digital downloads are generally not refundable once delivered, unless there is a technical issue with the file.
Canvas prints
Canvas prints are custom physical products. If an item arrives damaged or defective, contact support with photos so we can help.
Order changes
If you need to change an order, contact us as quickly as possible. Changes may not be possible once production has started.
Preview expectations
Generated previews are stylized artwork based on your uploaded photo. Minor differences in color, texture, cropping, or printed appearance are normal.
Damaged or defective products
If a physical product arrives damaged or defective, please contact support promptly with your order details and clear photos of the issue.
Incorrect shipping information
Refunds or replacements may not be available when an order is delayed, returned, or lost because of an incorrect or incomplete shipping address provided at checkout.
Processing refunds
Approved refunds are typically returned to the original payment method. Processing times can vary depending on the payment provider or bank.
Final decisions
PetMockup reviews refund and replacement requests on a case-by-case basis and may request additional details before making a decision.
This page is provided for general informational purposes and may be updated as the service evolves.