REFUND POLICY

PLEASE BE ADVISED THAT PETSPAO OPERATES A NO RETURNS POLICY DUE TO THE CUSTOMIZED NATURE OF OUR PRODUCTS.

CANCELLATIONS: BEFORE RECEIVED OUR PRODUCT

Order cancellations are permitted up to 2 hours after placing your order. As order processing starts right away, anything thereafter will require a 30% re-stocking fee that will go toward the time put into starting order fulfillment. In some cases, we can cancel and refund an order beyond the 2-hour window at no cost to you (e.g. when artists have not yet started creating your artwork) Please email us contact@petspao.com to enquire. Note that any order that has been sent to print cannot be canceled under any circumstance.

REFUNDS: AFTER RECEIVED OUR PRODUCT

If you received a defective or incorrect item we will replace it as fast as possible. As your order is specific to the pet photos that you provided, we do not offer refunds. All sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide visit Custom Order Guide, we will do what we can to make it right. If you provide photos that do not follow our photo guide, we cannot offer a refund or replacement for our product. 

ARTWORK REVIEW ORDERS

If you added an artwork review to your order and failed to reply within our 2-day window, from the date our AWR (artwork review) email was sent, we cannot offer a refund or replacement. We do not offer refunds for orders where edit requests were missed – only art revisions and replacements. If you replied to your AWR email with edit requests and feel we did not adequately carry out these requests, we will work to make this right by making – the changes and shipping a replacement product. 

REPLACEMENT GUARANTEE

If you receive a defective or incorrect item, we will replace it as fast as possible. Please report the issue to us via email contact@petspao.com

And make sure to provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective/damaged / misprinted product. These issues, however, have to be reported 12 Hours upon receiving the product, so please make sure to check your product for defects as soon as it arrives!

We recommend that defected products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.

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