<h1>Return and Refund Policy</h1>
<p><strong>Last Updated: March 3, 2026</strong></p>
<h2>1. Overview</h2>
<p>We want you to love your pet portrait. Because each portrait is uniquely generated using AI and your pet's photo, all products are made-to-order and personalised. Please read this policy carefully before placing your order.</p>
<h2>2. Digital Downloads</h2>
<p>Digital portrait files are delivered electronically immediately after purchase. <strong>Digital downloads are non-refundable once delivered</strong>, as the file has been generated specifically for you and can be used immediately upon delivery.</p>
<p>Exceptions may be made at our discretion if:</p>
<ul>
<li>The file was corrupted or unreadable at the time of delivery</li>
<li>There was a technical error on our part that prevented correct delivery</li>
</ul>
<p>If you experience a technical issue, please contact us within 7 days of purchase at <a href="mailto:hello@petportraitai.com">hello@petportraitai.com</a>.</p>
<h2>3. Physical Products (Canvas, Posters, Apparel)</h2>
<p>All physical products are custom-printed by our fulfillment partner Gelato and made to order. As such, we do not accept returns or exchanges for:</p>
<ul>
<li>Change of mind</li>
<li>Choosing the wrong size or product type</li>
<li>Dissatisfaction with the AI art style chosen at the time of order</li>
</ul>
<h3>3.1 Eligible Refund or Replacement Situations</h3>
<p>We will offer a <strong>full refund or free replacement</strong> in the following cases:</p>
<ul>
<li><strong>Damaged in transit:</strong> Your product arrives visibly damaged due to shipping</li>
<li><strong>Manufacturing defect:</strong> The product has a print defect, misalignment, or quality issue caused during production</li>
<li><strong>Wrong item received:</strong> You received a product different from what you ordered (wrong size, wrong product type)</li>
<li><strong>Lost in transit:</strong> Your package is confirmed lost by the carrier and does not arrive within 30 days of the estimated delivery date</li>
</ul>
<h3>3.2 How to Request a Refund or Replacement</h3>
<p>To submit a claim, contact us within <strong>30 days of the delivery date</strong> (or estimated delivery date for lost packages) at <a href="mailto:hello@petportraitai.com">hello@petportraitai.com</a> with:</p>
<ul>
<li>Your order number</li>
<li>A description of the issue</li>
<li>Clear photos of the product and packaging (for damaged or defective items)</li>
</ul>
<p>We will respond within 2 business days to assess your claim and confirm next steps.</p>
<h2>4. Refund Process</h2>
<p>Once a refund is approved:</p>
<ul>
<li>Refunds are processed to the <strong>original payment method</strong></li>
<li>Processing time: <strong>5–10 business days</strong>, depending on your bank or payment provider</li>
<li>You will receive a confirmation email when the refund has been issued</li>
</ul>
<p>We do not charge restocking fees.</p>
<h2>5. Cancellations</h2>
<p>Orders can be cancelled <strong>before they enter production</strong>. Once Gelato has started processing your order, cancellation may not be possible.</p>
<p>To request a cancellation, contact us immediately after placing your order at <a href="mailto:hello@petportraitai.com">hello@petportraitai.com</a>. Include your order number and we will confirm whether cancellation is still possible.</p>
<p>If cancellation is successful, a full refund will be issued to your original payment method within 5–10 business days.</p>
<h2>6. EU Consumer Rights</h2>
<p>If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of delivery for standard goods. However, under EU Directive 2011/83/EU, <strong>this right does not apply</strong> to goods that are clearly personalised or made to order — which includes all PetPortrait AI products (both digital and physical), as they are created specifically using your pet's photo.</p>
<p>For any dispute not resolved directly with us, EU consumers may use the <a href="https://ec.europa.eu/consumers/odr" target="_blank" rel="noopener noreferrer">EU Online Dispute Resolution platform</a>.</p>
<h2>7. Contact Us</h2>
<p><strong>PetPortrait AI</strong><br>
Email: <a href="mailto:hello@petportraitai.com">hello@petportraitai.com</a><br>
Website: https://petportraitai.com</p>
<p>We aim to respond to all refund and return enquiries within 2 business days.</p>