Returns & Refunds

Here's our policy in plain language: every portrait is made just for your pet, so we put the care up front — free revisions before we print, and a reprint or replacement if anything arrives wrong.

Custom portraits are non-returnable after proof approval

Because each Loyal Canvas portrait is created from your photo and made to order, it's one of a kind — it can't be resold or restocked. For that reason, once you approve your digital proof and your order goes to print, it is non-returnable and non-refundable. We know that's a meaningful commitment, so we've built our whole process around making sure you're certain before that point.

Free revisions — before anything is printed

This is the heart of how we protect you. Before we print a single thing, you'll receive a digital proof within 24–48 hours, and you can request changes for free. Don't love the colour, crop, or background? Tell us. Want a detail refined? Just reply to your proof email. Not sure yet? Take your time — nothing prints until you say so. Approve your proof only when it feels truly right.

Damaged, defective, or lost — we'll make it right

Our non-returnable policy is about taste and change of mind, not about quality. If something goes wrong on our side, we fix it at no cost to you. We'll arrange a free reprint or replacement if your printed portrait arrives damaged (cracked frame, creased print, transit damage), has a manufacturing defect (print error, colour fault, the wrong item), or your order is lost in transit and doesn't reach you. Please contact us within 14 days of delivery (or of the expected delivery date for a lost order) and include a couple of photos of the issue where relevant. We'll sort out a replacement quickly — no haggling, no hoops.

What this policy does not cover

So everything's clear: we can't offer a return or refund for a change of mind after approval, for a proof you've already approved that you'd now like styled differently, or for an issue caused by an incorrect shipping address entered at checkout. If a photo you sent wasn't ideal, that's exactly what the free proof and revisions are for — please use them before approving.

How to start

Write to us through our contact page (or reply to your order email).
Include your order number and a short description of the problem.
Attach photos if your portrait arrived damaged or defective.

A real member of our studio will reply and take it from there. Where a refund genuinely applies, it's issued to your original payment method in US dollars; please allow a few business days for it to appear after we confirm it.

Our goal is simple: you should end up with a portrait you're proud to hang. If you're not there yet, talk to us — we want to make it right.