Refund policy
Last updated: June 2026
At Pincel Pencil, we create personalized artwork made specifically for each customer. Because every portrait is custom-made from your pet photo, our cancellation, return, and refund conditions differ from those of standard retail products.
Every custom portrait order includes a digital preview before printing, free revisions before production, and artwork approval before any physical product is printed.
1. Scope of This Policy
This policy applies to:
- Personalized physical products, including Posters, Canvas Prints, and Framed Prints.
- Custom pet portraits created by our artists from your photo.
- Digital Download products, when available.
By placing an order with Pincel Pencil, you accept the terms described in this policy, without limiting any mandatory consumer rights granted by the laws applicable in your country.
2. Personalized Products
Because every portrait is created specifically for you and cannot be resold, returns and refunds are not accepted for:
- Change of mind.
- Incorrect selection of size, format, style, or photo.
- Subjective expectations after the artwork has been approved.
- Requests made after production has begun.
To help prevent issues before printing, every custom portrait includes a digital preview. You'll receive your preview by email within 24–48 business hours after we receive both your order and your pet photo.
You'll have up to 7 days to review your preview and request free revisions if something doesn't feel quite right.
If we do not receive a response within that period, your artwork will be considered approved and production may begin to avoid unnecessary delays.
3. Order Cancellations
-
Before artwork creation begins:
You may request a cancellation and receive a full refund if our artists have not yet started creating your portrait. -
After artwork creation has started:
Because artistic work has already begun, a partial cancellation fee may apply to cover the work completed. -
After artwork approval or after the 7-day review period has expired:
Once your artwork has been approved—or is considered approved after 7 days without a response—and production has begun, cancellations and refunds are no longer available.
If you need to cancel your order, please contact us as soon as possible. We'll review your request and explain the options available based on the current stage of your order.
4. Digital Preview, Revisions & Approval
Every custom portrait includes a digital preview before printing. Free revisions are available before production so your portrait can be refined before becoming a physical product.
Free revisions may include:
- Color corrections.
- Subtle detail refinements.
- Minor expression or feature adjustments.
- Minor improvements based on your original photo and selected artistic style.
Major changes may require a new order or an additional fee, including:
- Submitting a different photo.
- Changing to another artistic collection or style.
- Requesting a different composition.
- Requesting a complete redesign.
Each artistic collection has its own color palette, textures, backgrounds, lighting, and artistic treatment. These artistic characteristics are an essential part of the selected collection and therefore cannot always be modified.
Physical production begins only after you approve your artwork or after the 7-day review period has expired without a response.
Once production has started, your order can no longer be changed, cancelled, or refunded due to preference-based reasons.
5. Damages, Defects, or Production Errors
If your item arrives damaged, defective, or incorrect, we'll replace it at no additional cost.
This applies when your item arrives:
- Damaged during transportation.
- Defective due to a manufacturing or production issue.
- Incorrect, including the wrong design, size, format, frame color, or product type.
Please report the issue within 5 business days of delivery. Whenever possible, contact us within the first 48 hours to help us resolve the issue more quickly.
To process your request, please provide:
- Your order number.
- Clear photographs of the issue.
- Photos of the packaging if the item arrived damaged.
- A brief description of the problem.
Once the claim is approved, Pincel Pencil will cover the replacement product and any shipping costs associated with the replacement.
6. Color and Print Variations
Slight differences between what you see on your screen and the final printed product may occur due to:
- Monitor brightness, contrast, and color calibration.
- Differences between digital displays and professional printing.
- Industry-standard printing processes, materials, and finishes.
These are considered normal variations and are not manufacturing defects, provided the approved artwork, selected style, and composition have been respected.
7. Shipping Issues
Every physical order includes FREE worldwide tracked shipping.
Delivery times may vary depending on customs procedures, local carriers, remote destinations, holidays, weather conditions, or other circumstances beyond our reasonable control.
We are not responsible for delays caused by customs authorities, incorrect shipping information, failed delivery attempts, or shipping carriers. However, we'll gladly assist whenever reasonably possible to help resolve shipping issues.
Shipping address changes should be requested as soon as possible after purchase. Once production or shipping has begun, address changes may no longer be possible.
8. How to Request Support
If you need assistance regarding your order, please contact us at:
Please include your order number, photographs when applicable, and a clear description of the issue. We usually respond within 1–2 business days.
Pincel Pencil is committed to treating every customer fairly and resolving any issue in good faith, in accordance with this policy and applicable consumer protection laws.