Custom Portrait Returns & Exchange Policy

Custom Portrait Returns & Exchange Policy

At My-Petsible, we turn your pet photos into timeless art. Because every piece is custom-made, we offer a 100% Exchange Guarantee for any quality or shipping issues.

Policy Summary for Pet Parents: • Custom-Made: Items are personalized; we don't accept returns for "change of mind." • Replacement Guarantee: 100% coverage for damaged, defective, or incorrect orders. • 48h Deadline: Report transit damage within 48 hours with photos. • Cancellations: Full refund within 24 hours.

1. 30-Day Exchange Guarantee

If you receive the wrong product, incorrect size/print, or if your item arrived damaged, we will gladly send a replacement.

What's Covered:

  • Wrong item received or incorrect size/print.
  • Transit Damage: Must be reported with photos within 48 hours.
  • Clear defects or print quality issues upon arrival.

Photos Needed for Claims:

To process your replacement quickly, please email us:

  • Clear photos of the item (close-up + full view).
  • Photos of the outer packaging and shipping label.
  • (Optional) A short unboxing video.

2. Digital Proof & Design Tweaks

We print only after you confirm. Since every piece is a one-of-a-kind portrait made just for you, we prioritize your satisfaction during the design stage.

Our Design Guarantee:

  • Unlimited Minor Tweaks: We fine-tune until you are 100% satisfied.
  • 1 Free Major Change: One complimentary swap to a new photo per order.
  • Additional Swaps: A $10 Artwork Fee applies for any further major photo changes.

3. Order Cancellations

Within 24 Hours: Full 100% refund.

After 24 Hours: If design work has already started, a $10 Artwork Fee will be deducted from your refund.

Note: Once an order is approved and sent to production, cancellations are no longer possible due to the personalized nature of POD products.

4. Photo Quality & Results Guide

Your portrait's detail is a direct reflection of the photo you upload. Follow these tips for the best result:

  • The Perfect Shot: Use a clear, high-resolution, front-facing photo showing the full body (head to paws).
  • Enhancements: We can sharpen images that are slightly low-res, provided they are complete and clear.
  • What We Can Fix: Minor eye-color corrections or red-eye reduction.
  • Limitations: We cannot change expressions (e.g., adding a smile) or recreate missing body parts from cropped photos.

*Blurry or low-light images will result in a final artwork with less detail than our gallery examples.

5. EU Customers – Right of Withdrawal

If you are located in the European Union, the following rights apply to you:

Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. The withdrawal period begins from the date the last item of your order is delivered, and extends over weekends and public holidays.

Exemption for Personalized Products

All products at My-Petsible are custom, print-on-demand items made to your specifications. Once you have approved the design and confirmed production, your order is considered a personalized product under Article 16 of the EU Consumer Rights Directive, and the right of withdrawal no longer applies.

Cancellations & Design Fee

After payment, we will begin creating your custom design. If you wish to cancel your order before approving the design, a design fee of USD$10 will be deducted, and the remaining amount will be refunded. Once the design has been approved and production has begun, the order cannot be cancelled or refunded.

Damaged or Printing Issues

If your item arrives damaged or has a printing defect, we will accept a return or provide a remedy, regardless of the exemption above.

How to Submit a Request

You may submit a return or withdrawal request by:

Questions About Your Order?

Our support team is ready to help you create the perfect pet tribute.

Email: contact@my-petsible.com