Refund Policy
Last updated: January 2025
1. Overview
At Pawtrait House, we take pride in creating high-quality custom portrait plates. Due to the personalized nature of our products, our refund policy differs from standard retail returns. Please read this policy carefully before placing your order.
2. Custom Design Orders
2.1 Before Production
Custom design orders can be cancelled for a full refund if the request is made before your design has been approved and sent to production. To cancel, please contact us immediately at hello@pawtraithouse.art.
2.2 After Production Begins
Once your custom design has been approved and production has begun, we cannot offer refunds or cancellations. This is because:
- Your design is unique and created specifically for you
- Production materials have been allocated to your order
- Custom products cannot be resold
2.3 Design Rejection
If we reject your design during the review process (for reasons outlined in our Terms of Service), you will receive a full refund.
3. Pre-Designed Products
For orders of our pre-designed (non-custom) portrait plates, you may request a return within 14 days of delivery if:
- The product is unused and in its original packaging
- You have proof of purchase
A restocking fee of 15% may apply. Return shipping costs are the responsibility of the customer unless the return is due to our error.
4. Defective or Damaged Products
If you receive a defective or damaged product, we will gladly replace it or issue a full refund. To report a defect:
- Contact us within 7 days of receiving your order
- Provide photos of the defect or damage
- Include your order number and description of the issue
We may request that you return the defective item. In such cases, we will provide a prepaid shipping label.
What Qualifies as a Defect
- Printing errors or misalignment
- Missing pages or binding issues
- Damage during shipping (crushed, torn, water damage)
- Color significantly different from approved preview (note: minor variations are normal in printing)
What Does Not Qualify as a Defect
- Design issues present in your approved preview
- Minor color variations between screen and print
- Low-quality source images resulting in pixelation
- Change of mind about design choices
5. Design Credits
5.1 Unused Credits
Credit purchases are generally non-refundable. However, we may offer refunds for unused credits in exceptional circumstances at our discretion.
5.2 Credit Issues
If you experience technical issues that result in credits being deducted without providing the expected service (e.g., failed image processing), please contact us. We will investigate and restore credits or provide a refund as appropriate.
5.3 Processing Errors
If our AI tools produce unsatisfactory results due to system errors (not user error or source image quality), we will restore the credits used for that operation.
6. How to Request a Refund
To request a refund, please contact our support team:
- Email: hello@pawtraithouse.art
Please include:
- Your order number
- Reason for the refund request
- Photos (if applicable, for defects or damage)
We aim to respond to all refund requests within 2 business days.
7. Refund Processing
Once a refund is approved:
- Refunds will be issued to the original payment method
- Processing typically takes 5-10 business days, depending on your payment provider
- You will receive an email confirmation when the refund is processed
8. Order Cancellations
Custom orders: Can only be cancelled before design approval.
Pre-designed products: Can be cancelled within 24 hours of placing the order, provided the order has not been shipped.
To cancel an order, contact us immediately at hello@pawtraithouse.art.
9. Chargebacks
If you have a concern about your order, please contact us first before initiating a chargeback with your bank. We are committed to resolving issues fairly and promptly. Initiating a chargeback without first contacting us may delay resolution and could result in your account being suspended.
10. Contact Us
If you have any questions about our Refund Policy, please contact us at:
Email: hello@pawtraithouse.art