Every portrait is custom-made just for you. Here's exactly how we handle replacements, refunds, and the rare moments something goes wrong.
Every Pawtré Studio portrait is made-to-order using your unique photo, AI artwork, and chosen finish. Because each piece is one-of-a-kind, our returns policy is shaped around custom-print best practices — but our promise is simple:
If your portrait arrives damaged, defective, or significantly different from what you approved, we'll replace it free of charge — or refund you in full. No restocking fees, no return shipping, no fuss.
If your print arrives damaged in transit, has a manufacturing defect (smudging, banding, incorrect colour profile, frame defects), or is materially different from what you previewed at checkout, we'll arrange a free replacement — no need to return the original.
To report a damaged or defective item:
If a replacement isn't possible for any reason, we'll issue a full refund to your original payment method.
Because every portrait is printed to order specifically for you, we are unable to offer refunds or exchanges for change of mind, buyer's remorse, or "the art didn't match my expectations." This is consistent with global custom-print industry standards.
However: if you're unhappy with the AI-generated artwork itself, we'll happily regenerate it — for free — in a different style, different pose, or with different props, before you commit to print. You can regenerate as many times as you like at the studio stage.
If you're unsure, we recommend purchasing the Digital Download first ($19) to make sure you're delighted before upgrading to a printed format.
Please double-check your shipping address, frame choice, and size at checkout. We are unable to refund or replace orders shipped to an incorrect address provided by the customer.
If you spot an error within 2 hours of placing your order, email hello@pawtrestudio.com immediately and we'll do our best to amend before production begins. Once your portrait enters print production (typically within 2 hours of order confirmation), changes are no longer possible.
Due to the instant-delivery nature of digital files, all sales of digital downloads are final. We do not offer refunds once your high-resolution file has been delivered.
If you experience a technical issue receiving or opening your file, email hello@pawtrestudio.com and we'll resend it or troubleshoot with you directly.
You may cancel your order for a full refund within 2 hours of placing it, provided it has not yet entered production. After production has begun, cancellation is no longer possible because materials and labour have been committed.
To cancel, email hello@pawtrestudio.com with your order number and the subject line "Cancellation Request."
If your tracked parcel has not arrived within the expected delivery window (see our Shipping Information page) and is confirmed lost by the carrier, we'll arrange a free replacement at no cost to you.
Please allow up to 7 additional business days for international shipments before reporting as lost. Most "missing" parcels turn up at a neighbour's house or local depot.
Where a refund is approved, it is processed back to your original payment method via Stripe within 3 business days. Depending on your bank, the funds may take an additional 3–10 business days to appear in your account. We'll send you a confirmation email when the refund is initiated.
If you have any questions about an order or this policy, we're a friendly email away. We typically reply within one business day.
You can also use our Contact form.
Last updated: February 2026 · This policy is offered in addition to your statutory consumer rights and does not affect them.