Refund policy
At pictapet, every product is custom-designed from your uploaded photo and made to order with care. Because of the personalised nature of our product, we have a slightly different returns policy to standard retail items.
Revisions before printing
We want you to love your artwork. Before your product is printed, we offer revisions to ensure the final design looks right and captures your pet as beautifully as possible. Please note that revisions do take time and may add to the time taken to ship your product.
Change of mind
As all portraits are personalised and custom-made, we do not offer refunds or returns for change of mind once artwork has been approved for printing.
Damaged or incorrect orders
If your order arrives damaged or you receive the incorrect items, please contact us within 7 days of delivery at support@pictapet.com.au with:
- your order number
- photos of the item
- photos of the packaging
We will work with you to resolve the issue as quickly as possible.
Shipping delays
While we do our best to meet estimated delivery timeframes, we are not responsible for delays caused by shipping carries or events outside our control.
Contact us
If you have any questions about your order, please contact us at support@pictapet.com.au.
We aim to respond within 1-2 business business.