Refund policy

1. The CrownPawtrait Satisfaction Guarantee

Because each portrait is a custom-made masterpiece created specifically for your pet, we are unable to accept returns or exchanges for a change of mind. However, your happiness is our priority. We offer Unlimited Revisions during the digital preview stage to ensure you are 100% in love with the design before it ever hits the printer.

2. Replacements for Damaged or Incorrect Items

We will gladly ship a replacement at no extra cost if:

  • Your item arrived damaged (broken frame, torn canvas).

  • You received the wrong size, product type, or design.

  • There is a clear printing defect.

👉 Strict 48-Hour Reporting Window: To qualify for a free replacement, you must contact us at hello.crownpawtraits@gmail.com within 48 hours of the delivery timestamp provided by the carrier. Please include clear photos of the damage and the packaging. Note: This short window allows us to file an immediate insurance claim with the courier. Claims made after 48 hours may be subject to review.

3. Artwork Changes & Fees

100% Free Unlimited Revisions: We want your custom portrait to be absolutely perfect! We gladly offer unlimited edits and will happily accommodate your requests to ensure you are 100% satisfied with the final piece. There are no extra charges at all. Simply let us know what you would like adjusted as soon as possible, and our team will take care of it!

4. Photo Responsibility (Please Read)

Our creative team works directly with the image you provide. To ensure a high-quality result, please follow our Photo Guide.

  • The Rule of Quality: Low-resolution or poorly lit photos will result in lower-quality artwork. While we offer unlimited edits, we cannot "re-create" details that are missing from your original photo.

  • Our Commitment: If your photo isn't suitable, our team will proactively reach out to ask for a better one before we begin. If you insist on using a photo we’ve flagged as "Low Quality," we cannot guarantee the final outcome.

5. Lost or Stolen Packages

If your tracking status says "Delivered" but you haven't received your package:

  • Please check with neighbors, building management, or your local post office first.

  • If the package is still missing, contact us within 3 days. We will assist you in opening an investigation with the carrier.

Important: CrownPawtrait is not responsible for packages stolen after a confirmed delivery ("Porch Piracy"). However, we value our customers—if your package is confirmed lost or stolen, we may offer a one-time Replacement Discount to help you get a new portrait.

6. Order Cancellations

We gladly offer a 100% full refund for any orders canceled within 24 hours of purchase. However, after 24 hours, we strictly cannot accept cancellations or issue refunds. By that time, our artists have already begun the dedicated work of digitally crafting your custom portrait. If you need to cancel your order, please ensure you contact us strictly within this 24-hour window.

7. Promo Codes & Discounts

You may only use one promo code per order. Please ensure you enter your code at checkout, as we are unable to apply discounts retroactively after an order has been placed.

NEED HELP?

If you have any concerns about your order, please reach out to us anytime at hello.crownpawtraits@gmail.com. We’re here to make sure you love your portrait 💙.