Terms of service
Last updated: June 2026
Welcome to Pincel Pencil. These Terms of Service ("Terms") govern your access to and use of PincelPencil.com, including any purchases made through our website.
By accessing, browsing, or placing an order on our website, you agree to be bound by these Terms, together with our:
- Privacy Policy
- Shipping Policy
- Return & Refund Policy
If you do not agree with these Terms, please do not use our website or services.
1. Our Services
Pincel Pencil creates custom pet portraits from customer-provided photographs. Depending on the selected product, we offer:
- Personalized artwork created by real artists.
- Digital Download products, when available.
- Printed products, including Posters, Canvas Prints, and Framed Prints.
- FREE worldwide tracked shipping on physical orders.
- Customer support before, during, and after your purchase.
2. Eligibility and Acceptable Use
By using our website, you represent that:
- You are legally able to enter into a binding agreement, or you have the permission and supervision of a parent or legal guardian.
- The information you provide is accurate, complete, and up to date.
- You will not use our website for unlawful, fraudulent, abusive, or rights-infringing purposes.
We reserve the right to refuse, suspend, or cancel any order that violates these Terms or applicable laws.
3. Orders and Artwork Approval
Payment must be completed before our artists begin creating your custom portrait.
Every custom portrait order includes a digital preview before any physical product is printed. Your preview is usually delivered within 24–48 business hours after we receive your order and your pet photo.
You may request free revisions before approving the artwork. Production of physical products begins only after your approval.
You will have up to 7 days to approve your preview or request revisions. If we do not receive a response within that period, your artwork will be considered approved and we may proceed with production to avoid unnecessary delays.
Orders may also be cancelled or refused if fraud is suspected, inaccurate information has been provided, intellectual property rights are violated, or these Terms have been breached. When applicable, refunds will be processed in accordance with our Return & Refund Policy.
4. Product Information
We strive to ensure that all product information, images, descriptions, prices, and availability are accurate. However, the following conditions apply:
- Colors displayed on digital screens may differ slightly from the final printed product due to monitor settings and printing processes.
- Product photos and mockups are intended for illustrative purposes and may differ slightly from the finished physical product.
- Frame colors, materials, and print finishes may vary slightly depending on production facilities and regional availability while maintaining the selected product quality.
- Digital Download products are delivered electronically and do not include physical shipping.
- Available products, formats, sizes, prices, descriptions, and options may change without prior notice.
- Such updates will not affect orders that have already been confirmed, except when required due to production, fulfillment, or technical limitations.
5. Intellectual Property and Customer Content
You retain ownership of the photographs, names, and other materials you submit for your custom portrait.
By placing an order, you confirm that you have the necessary rights or permission to use the content you provide. You grant Pincel Pencil a limited, non-exclusive license to use your submitted materials solely for the purpose of creating, reviewing, producing, fulfilling, and supporting your order.
Unless otherwise agreed in writing, all artwork, website content, product designs, graphics, logos, text, photographs, and other materials displayed on this website remain the intellectual property of Pincel Pencil and/or their respective rights holders.
Your purchase includes a personal, non-exclusive, non-transferable license to use your custom portrait for personal purposes, including home decoration, personal printing, gifts, and sharing on social media.
You may not, without our prior written permission:
- Sell, license, reproduce, distribute, or commercially exploit the artwork.
- Use the artwork for advertising, merchandising, or business purposes.
- Copy, reproduce, or redistribute any content from our website.
We will never publish your pet's photo, your finished artwork, your testimonial, or images of your order without your explicit permission.
6. Digital Preview and Revisions
Every physical custom portrait includes a digital preview before printing.
Your preview is normally delivered within 24–48 business hours after we receive your order and pet photo.
You have up to 7 days to approve your preview or request free revisions. If we do not receive a response within that period, your artwork will be considered approved and production may begin to avoid unnecessary delays.
Free revisions are available before production. Minor adjustments may include:
- Color corrections.
- Minor detail refinements.
- Small expression or feature adjustments.
- Minor improvements based on your original photo and the selected artistic style.
Major changes may require an additional fee or a new order. Examples include:
- Submitting a different photo.
- Changing to another artistic collection or style.
- Requesting a completely 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 your approval or after the 7-day review period has expired without a response. Once production has started, your artwork can no longer be modified, cancelled, or refunded due to personal preference.
7. Production, Shipping and Delivery
Production of physical products begins only after your artwork has been approved or after the 7-day review period has expired without a response.
Once production is complete, your physical order is shipped with FREE worldwide tracked shipping.
Estimated delivery after production and shipment:
- 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 estimates are not guaranteed and may vary due to customs procedures, local carriers, remote destinations, holidays, severe weather, or other circumstances beyond our reasonable control.
Digital Download products are delivered electronically and do not require shipping.
Customers are responsible for any customs duties, import taxes, VAT, or similar government charges that may apply in their country.
Although we are not responsible for delays caused by shipping carriers, customs authorities, incorrect shipping information, or unsuccessful delivery attempts, we will gladly assist whenever reasonably possible to help resolve shipping issues.
8. Cancellations, Returns and Refunds
Because every portrait is individually created from your pet's photo, personalized products cannot be resold and are therefore subject to special cancellation and refund conditions.
You may request a full cancellation and refund if our artists have not yet started creating your portrait.
Once artwork creation has begun, a partial cancellation fee may apply to cover work already completed.
After you approve your artwork or once production of a physical product has started, cancellations and refunds are no longer available except where required by applicable consumer protection laws.
Digital Download products become non-refundable once the files have been delivered electronically or made available for download.
If a physical product arrives damaged, defective, or incorrect, we will replace it at no additional cost in accordance with our Return & Refund Policy.
Please refer to our Return & Refund Policy for complete details.
9. Reviews, Testimonials and Customer Content
If you choose to share reviews, testimonials, photos, videos, or other feedback about your experience with Pincel Pencil, you remain the owner of your content.
We will only use your pet's photo, your custom artwork, your testimonial, or images of your finished product for marketing, social media, or promotional purposes with your explicit permission.
If you grant permission, you also grant Pincel Pencil a non-exclusive, royalty-free license to display that content solely for promotional purposes. You may withdraw this permission at any time by contacting us.
10. Prohibited Use
When using our website, you agree not to:
- Violate any applicable law or regulation.
- Submit photographs or other content that you do not have permission to use.
- Upload unlawful, abusive, offensive, fraudulent, misleading, or rights-infringing content.
- Attempt to interfere with the security, functionality, or operation of our website.
- Copy, reproduce, scrape, distribute, or commercially exploit any part of our website or its content without prior written permission.
We reserve the right to suspend or terminate access to our services if these Terms are violated.
11. Limitation of Liability
To the fullest extent permitted by applicable law:
- Pincel Pencil is not responsible for indirect, incidental, consequential, or punitive damages, including loss of profits, business interruption, or loss of data.
- We are not responsible for delays or failures caused by events beyond our reasonable control, including shipping carriers, customs authorities, natural disasters, strikes, internet outages, or other force majeure events.
- Minor differences between digital previews, screen displays, and printed products resulting from printing processes or monitor settings are considered normal variations and are not manufacturing defects.
- Our total liability for any claim relating to an order shall never exceed the amount paid for that order.
Nothing in these Terms limits any mandatory consumer rights that cannot legally be excluded under applicable law.
12. Governing Law
These Terms of Service are governed by the laws of the Republic of Colombia.
If you reside in another country, you may also benefit from any mandatory consumer protection rights that apply in your place of residence.
Any dispute that cannot be resolved amicably shall be submitted to the competent courts of Bogotá, Colombia, unless mandatory consumer protection laws require otherwise.
13. Changes to These Terms
We may update these Terms of Service from time to time to reflect changes to our business, products, services, legal requirements, or website functionality.
The version published on this page is the current version and becomes effective on the date shown at the top of these Terms.
Your continued use of our website after any update constitutes acceptance of the revised Terms.
14. Contact
If you have questions regarding these Terms of Service or any legal matter related to your purchase, please contact us at:
For general customer support, order assistance, or questions about your custom portrait, please contact: