Terms of service

Last updated: May 2026

Welcome to PincelPencil.com. By accessing, browsing, or making a purchase on our website, you agree to:

  • These Terms of Service
  • Our Privacy Policy
  • Our Return & Refund Policy
  • Our Shipping Policy

If you do not agree with these terms, please refrain from using our website or services.

1. Purpose of the Service

Pincel Pencil is an online store providing:

  • Personalized pet portrait artwork created by real artists
  • Digital custom portrait files, when available
  • Printed products, including posters, canvas, and framed prints
  • Worldwide tracked shipping and customer support

2. Eligibility and Use of the Site

By using the Platform, you declare that:

  • You are of legal age in your place of residence, or you are using the service with the consent and supervision of a legal guardian.
  • You will provide accurate and complete information.
  • You will not use the site for illegal, fraudulent, or rights-infringing purposes.

We reserve the right to reject or cancel any order that violates these conditions.

3. Purchasing Process

Payment must be completed before our artists begin creating your custom artwork. After purchase, every custom portrait order includes a digital preview before printing.

Your preview is usually delivered within 24–48 business hours after we receive your order and pet photo.

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.

Orders may be canceled in cases of suspected fraud, incorrect information, rights violations, or breach of these Terms, with a refund issued when applicable.

4. Product Information

We strive to display accurate product information, images, descriptions, prices, and availability. However:

  • Minor variations may occur between digital screen colors and printed product finishes.
  • Product images and mockups are for visual reference and may vary slightly from the final physical product.
  • Prices, descriptions, availability, and product options may be updated without prior notice.
  • Changes will not affect already-confirmed orders unless required due to production or fulfillment limitations.

5. Intellectual Property and User-Provided Content

  • You retain ownership of the photographs and instructions you provide.
  • By submitting them, you represent that you hold valid rights to use them.
  • You grant Pincel Pencil a limited license to use your submitted photos and instructions solely for the purpose of creating, revising, producing, and fulfilling your order.

The final artwork and all materials on the Platform, including texts, images, designs, product visuals, brand elements, and website content, are the intellectual property of Pincel Pencil and/or the respective artists or rights holders.

Unless otherwise stated in writing, you receive a personal, non-transferable license to display your custom artwork for personal use.

You are not allowed to:

  • Use the artwork commercially without prior written permission.
  • Resell, reproduce, redistribute, or license the artwork publicly without prior written permission.
  • Use the artwork, website content, or product images in a way that infringes our rights or the rights of others.

Displaying your pet photo, artwork, testimonial, or final product in our portfolio, advertising, or social media will only occur with your explicit consent.

6. 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.

You’ll have 7 days to approve your preview or request free revisions if something doesn’t feel quite right.

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.

7. Delivery and Shipping

Delivery times begin after your digital preview has been approved and your order has been completed in production. Every physical shipment includes tracking.

Estimated delivery after production:

  • Europe: approximately 2–5 business days
  • North America: approximately 3–7 business days
  • Latin America: approximately 5–10 business days
  • Asia: approximately 4–8 business days
  • Australia & New Zealand: approximately 4–7 business days
  • Africa: approximately 7–14 business days

Delivery times may vary depending on destination country, product format, local carriers, customs processes, remote areas, holidays, or peak seasons.

We offer worldwide tracked shipping with a flat rate of USD $12.99. Orders over USD $99 qualify for FREE shipping.

Shipping costs are clearly shown during checkout before you complete your purchase.

Pincel Pencil is not responsible for delays caused by carriers, 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.

8. Cancellations, Returns, and Refunds

Personalized products are subject to specific cancellation, return, and refund conditions because every portrait is custom-made from your pet photo and cannot be resold.

You may request a cancellation and receive a full refund if our artists have not started working on your portrait.

Once artwork creation has started, a partial cancellation fee may apply. After preview approval or production, cancellations and refunds are no longer available.

If your item arrives damaged, defective, or incorrect, we will replace it free of charge according to our Return & Refund Policy.

See our Return & Refund Policy for complete details.

9. User Communications and Feedback

If you share testimonials, photos, reviews, or images of the final product, you may grant permission for promotional use.

We will never publish your pet photo, custom artwork, personal data, testimonial, or final product images without your explicit consent.

10. Prohibited Conduct

You may not:

  • Reproduce, copy, sell, resell, or exploit the Platform’s content without authorization.
  • Upload content without the proper rights or permissions.
  • Upload offensive, unlawful, fraudulent, misleading, or rights-infringing content.
  • Attempt to breach, disrupt, or interfere with Platform security.
  • Use the website or services for illegal, abusive, or harmful purposes.

11. Limitation of Liability

To the maximum extent permitted by law:

  • Pincel Pencil is not liable for indirect damages, loss of data, loss of profit, or circumstances outside our reasonable control.
  • Our maximum liability is limited to the amount paid for the relevant order.

Mandatory consumer rights under applicable laws remain fully protected.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of Colombia.

Consumers residing in other countries may exercise any mandatory consumer protection rights granted by the laws of their place of residence.

Any dispute not resolved amicably shall be submitted to the competent courts of Bogotá, Colombia, unless mandatory consumer law grants a different jurisdiction.

13. Modifications to the Service

Pincel Pencil may update these Terms or modify parts of the service, products, prices, policies, or website at any time.

Continued use of the Platform after changes constitutes acceptance of the current version posted on this site.

14. Legal Contact

For legal matters related to these Terms, contact us at: legal@pincelpencil.com