Last updated: November 27, 2025

At Pincel Pencil we work primarily with personalized art products, which require special handling and conditions different from generic merchandise. Below you will find all applicable terms regarding cancellations, returns, and refunds.

1. Scope of this policy

This policy applies to:

• Personalized physical products (poster, canvas, framed prints)
• Artistic animal portraits created by our studio

By placing an order with Pincel Pencil, you accept the terms described here, without prejudice to the consumer rights granted by the laws in your country.

2. Personalized products

Because each artwork is created specifically for each customer and cannot be resold, returns and refunds are not accepted due to:

• Change of mind
• Incorrect selection of size, style, or photo
• Subjective expectations about the result

You may request a preview before printing.
If no preview is requested, we will assume approval to proceed with printing
based on how your photo is adapted to the style selected on our website.

3. Order cancellations

Within 24 hours of purchase: You may request a cancellation and receive a full refund.

After 24 hours: Our artists will have already begun working on your portrait, therefore:

• A 50% fee may apply, or
• The cancellation may be denied if the artwork is already advanced or completed

We kindly ask that you contact us as soon as possible so we can evaluate your case.

4. Damages, defects, or production errors

We guarantee that all products leave our printing partner in perfect condition and are safely packaged. If your item arrives:

• Damaged in transit
• Defective due to production
• Incorrect (not the design or format ordered)

you may request a replacement at no cost.

Report deadline: Within 5 business days of delivery (ideally within 48 hours).

Required documentation:

• Order number
• Clear photos of the issue
• Brief description of what happened

Once approved:

• Pincel Pencil will cover all replacement and return shipping costs (if applicable)
• A new product will be issued as soon as possible (1–3 business days processing + shipping time)

5. Color and print variation disclaimer

Slight differences may exist between printed colors and what appears on your screen due to:

• Monitor brightness, contrast, and color calibration
• Industry-standard printing processes

These variations are normal and are not considered defects as long as the style and design are respected.

6. Adjustments and satisfaction guarantee

• If you requested a preview, you may request minor adjustments (small color modifications or subtle detail corrections)
• Major changes (new style, new photo, or full redesign) considered a new order
• Each style has a defined artistic treatment (backgrounds, palette, atmosphere) that is not modified, as it is an essential part of the product

If you are still not satisfied with the final artwork Pincel Pencil may, at its discretion:

• Refine the illustration,
• Recreate the artwork, or
• Offer a coupon or exceptional compensation

Our goal is that you receive a piece of art you are proud to display and cherish.

How to request support

Please email us at returns@pincelpencil.com

Include your order number, photos (if relevant), and a description of the issue.
We will respond within 1–2 business days with the appropriate resolution.

Pincel Pencil will always act in good faith to resolve any inconvenience in accordance with this policy.