Refund policy
Custom Product Policy
Because our products are personalized and made-to-order based on your unique pet photo, we do not accept returns or exchanges for a change of mind. Each item is a one-of-a-kind piece of art created specifically for you.
Damages and Issues
Please inspect your order upon reception. We only offer refunds or replacements if the item is:
- Defective or damaged upon arrival.
- The wrong item (e.g., wrong size, wrong product, or wrong pet portrait).
If you encounter any of the issues above, please contact us immediately at info@petailor.co with:
- Your order number.
- Clear photos of the damaged item or the error.
Once we evaluate the issue, we will make it right by sending a replacement or issuing a refund.
European Union 14-Day Cooling Off Period
Please note that according to EU consumer protection laws, the "14-day cooling off period" does not apply to goods made to the consumer's specifications or clearly personalized. Therefore, our custom pet products are exempt from this right unless they are faulty.
Refunds (If Applicable)
If a refund is approved due to damage or error, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@petailor.co.