Refund policy

At Paws and Panels, we take immense pride in creating beautiful, custom handmade portraits that you will cherish forever. Because each piece is a unique, personalised work of art made specifically for you, our policies are designed to reflect the custom nature of our products.

 

The Custom Nature of Your Portrait & Our Satisfaction Guarantee

Please be aware that every portrait we create is a custom-made item, tailored to your specific requests, photos, and preferences. As such, we do not accept returns, exchanges, or offer refunds for "change of mind".

To ensure your complete satisfaction, we have implemented a thorough preview and revision process. Before your portrait is shipped, you will receive a digital preview. This is your opportunity to request any adjustments to ensure the final product is perfect. By letting us know you are happy with the preview, you are confirming that the portrait meets your expectations.

 

Cancellation Policy

You may request to cancel your order within 24 hours of placing it. If our artist has not yet begun the creation process, we will issue a full refund.

If work on your portrait has already commenced, your cancellation request will be evaluated on a case-by-case basis. Provided the portrait has not been shipped, a cancellation may result in a partial refund of up to 50% to cover materials and the artist's time invested.

 

Refunds for Dissatisfaction during the Preview and Revision process

In the unlikely event that, during the preview and revision phase, you are dissatisfied with the portrait, we must be notified before the item has been shipped. In such specific circumstances, we may offer a partial refund of up to 50%. Once a portrait has been shipped, we cannot offer refunds for dissatisfaction, as the preview process is our primary method of ensuring your happiness with the custom piece.

 

Damaged or Defective Portraits

Your portrait is carefully packaged with the utmost care to arrive in perfect condition. However, if your artwork arrives damaged, please contact us immediately (within 24 hours of delivery).

To resolve the issue, you must provide clear photographs of the damaged portrait and its packaging. Upon review, we will work with you to find the best solution, which may include creating a replacement portrait, repairing the artwork, or issuing a full refund.

 

European Union 14-day cooling off period

The EU's 14-day cooling off period does not apply to custom-made or personalised handmade portraits. This right of withdrawal excludes goods that are made to your specifications, like a bespoke portrait, because they are considered custom-made. 

 

Refunds

We will notify you if a refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your refund, please contact us at support@pawsandpanels.com.

 

How to Contact Us

For any questions regarding cancellations, damaged items, or this policy, please contact our customer service team at support@pawsandpanels.com.