Refund policy

Last updated: May 2026

At Pincel Pencil, we create personalized art products made specifically for each customer. Because every portrait is custom-made from your pet photo, our cancellation, return, and refund conditions are different from generic merchandise.

Every custom portrait order includes a digital preview before printing, free revisions before production, and approval before your artwork is sent to print.

1. Scope of this policy

This policy applies to:

  • Personalized physical products, including posters, canvas, and framed prints.
  • Custom pet portraits created by our artists from your photo.
  • Digital custom portrait files, when available.

By placing an order with Pincel Pencil, you accept the terms described here, without limiting any 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 for:

  • Change of mind.
  • Incorrect selection of size, format, style, or photo.
  • Subjective expectations after the artwork has been approved.
  • Requests made after the order has entered production.

To help prevent issues before printing, every custom portrait order includes a digital preview. You’ll receive your preview by email within 24–48 business hours after we receive your order and pet photo.

You’ll have 7 days to review your preview and request free revisions if something doesn’t feel quite right. We only send your portrait to production after you approve the artwork.

If we don’t hear back within 7 days, we may move your order to production 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 started working on your portrait.
  • After artwork creation has started:
    Because time and artistic work have already been invested, a partial cancellation fee may apply.
  • After preview approval or production:
    Once you approve the preview or the order enters production, cancellations and refunds are no longer available.

Please contact us as soon as possible if you need to cancel an order. We will review your case and let you know what options are available.

4. Digital preview, revisions, and approval

Every custom portrait order includes a digital preview before printing. Free revisions are available before production so we can refine your portrait before it becomes a physical product.

Free revisions may include:

  • Color corrections.
  • Subtle detail refinements.
  • Small expression or feature adjustments.
  • Minor improvements based on the original photo and selected style.

Major changes may require a new order or an additional fee. These include:

  • Using a new photo.
  • Switching to a different style.
  • Requesting a new composition.
  • Asking for a full redesign.

Each style has its own artistic treatment, including color palettes, backgrounds, textures, and atmosphere. These core style elements cannot always be modified because they are part of the selected design.

We print only after you approve the artwork. Once approved, your order moves to production and 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 will replace it free of charge.

This applies if your item arrives:

  • Damaged in transit.
  • Defective due to production.
  • Incorrect, such as the wrong design, format, size, or product type.

Please report the issue within 5 business days of delivery. If possible, contact us within 48 hours so we can resolve the issue faster.

Required documentation:

  • Order number.
  • Clear photos of the issue.
  • Clear photos of the packaging if the item arrived damaged.
  • A brief description of what happened.

Once approved, Pincel Pencil will cover the replacement cost and any required shipping costs related to the replacement.

6. 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.
  • Differences between digital display and physical printing.
  • Industry-standard printing processes and materials.

These variations are normal and are not considered defects as long as the selected style, composition, and approved design are respected.

7. Shipping issues

Every physical order includes worldwide tracked shipping. Delivery times may vary depending on the destination country, local carriers, customs processes, remote areas, holidays, or peak seasons.

We are not responsible for delays caused by customs, incorrect shipping addresses, failed delivery attempts, or circumstances outside our control. However, we will always help you review the situation and find the best possible solution.

Shipping address changes must be requested as soon as possible after purchase. Once an order has entered production or shipping, address changes may no longer be possible.

8. How to request support

Please email us at returns@pincelpencil.com.

Include your order number, photos if relevant, and a clear 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.