Refund policy

Custom-Made Products — Final Sale

Every PetCanvas portrait is custom-made to your pet from the photo you upload. Because each piece is uniquely produced for you and cannot be resold, all sales are final once your order has entered production.

Order Changes & Cancellations

You may request edits or cancellation within 24 hours of placing your order, while it is still in the queue.
Once production has started (typically within 1–2 business days of order confirmation), orders cannot be edited or cancelled.
To request a change, email support@petcanvas.cc with your order number.

Damaged or Defective Items

If your portrait arrives damaged or with a quality defect, we will make it right. Here's how:

Email support@petcanvas.cc within 7 days of delivery.
Include your order number and a clear video showing the damage or defect (unboxing video is recommended).
We will review your case within 2 business days. If approved, we will arrange either a free replacement or a full refund at your choice.

Items damaged after delivery (e.g. dropped, water damage, pet damage) are not covered.

Lost in Transit

If your package is lost in transit, please contact us after 14 days from the shipping confirmation date. We will file a carrier claim and, if the package cannot be located, send a replacement at no charge.

Refunds (When Approved)

Approved refunds are issued to your original payment method within 5–10 business days.
Shipping is included in the product price, so approved refunds cover the full order amount.

Non-Refundable Items

Change of mind
Wrong size selected
Buyer's remorse
Damage caused by the customer after delivery
Items returned without prior authorization

Questions?

Email us at support@petcanvas.cc — we personally read every message and typically reply within 1 business day.