Returns & Refunds
Returns & Refunds Policy
At PawGallery, we are committed to making sure you love your custom pet portrait. Because our products are highly personalized and created specifically for your pet, we handle returns and refunds differently than traditional retail stores. Our goal is 100% satisfaction, and we will work tirelessly to achieve it.
100% Satisfaction Guarantee
We stand behind the quality of our artwork and the skill of our artists. That's why we offer a 100% Satisfaction Guarantee. If you receive your digital preview and you're not happy with how it looks, we offer free unlimited revisions. We will keep working on your portrait until it captures your pet exactly the way you want.
Free Unlimited Revisions
A revision can include anything from adjusting the color of the fur to refining the details of the eyes or changing the background shade. To request a revision, simply reply to the preview email we send you with your specific notes and feedback. Our artists will make the changes and send you an updated preview usually within 24 hours.
Refund Policy for Custom Art
Due to the nature of custom artwork, we generally do not offer refunds once the physical production process has started or the final high-resolution digital file has been delivered. However, if we are unable to meet your expectations during the revision phase and you decide you do not want to proceed with the order, we will offer a full refund before the physical printing begins.
Damaged or Defective Items
In the rare event that your physical portrait arrives damaged, misprinted, or defective, we will send you a replacement immediately at no cost. Please contact us within 7 days of receiving your order at hello@pawgallery.store with photos of the damaged item and the packaging. We will prioritize your replacement to ensure you get your masterpiece as soon as possible.
How to Request a Revision or Refund
- Email us at hello@pawgallery.store with your order number.
- Clearly state whether you are requesting a revision (please provide specific details) or a refund (please provide the reason).
- Our support team will respond within 24 hours to guide you through the next steps.
Refund Timeline
Once a refund is approved, it will be processed back to your original payment method. Please allow 5-7 business days for the funds to appear in your account, depending on your bank's processing times.
Your happiness is our priority. We treat every pet portrait with the love and respect it deserves, and we want you to feel that same love when you see the final result.