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Refund policy
Digital Portrait Refunds
Due to our digital portraits being custom drawn to your pet, with time and effort spent digitally hand drawing each individual element we have a strict no refund/return policy for any digital work once it has been started. If the work has not been started and you would like a refund please Contact us as soon as possible and we can process a refund if no work has been started.
Customized products refunds/returns
Our no refund policy extends to any and all physical products that have been customized individually as per your order. While placing your order please ensure all details are correct as we can not provide refunds or returns for incorrect orders. If you have made a mistake on your order please Contact us as soon as possible and we can update your order details if we haven't begun to process your order.
non-customized products refunds/returns and exchanges
We offer a 30day return policy on non customized products, if more than 30 days have passed we may not be able to offer returns or exchanges. To be eligible for a return your item must be unused and in the same condition you have received it. Gift vouchers are unable to be returned or refunded.
To start a return or refund
If you feel that you are illegible for a return or refund please contact us with your order number and reason for returning and we will let you know if it we are able to offer a return or refund within our refund policy guidelines.
If your return or refund is accepted you will need to then return the item to us before a refund can be processed Please note - if your item is returned to the incorrect address or does not arrive we may not be able to process your refund.
Change of mind policy
We also offer a 30day exchange policy on our non customized products if you change your mind and would like to swap for another one of our customized items. You will be required to ship the returned item back to us at your own cost and will also be billed for shipping of the exchanged item being sent out to you.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please keep your item with you as NZ Post may need to pick it up as part of our claims process.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. We may also charge a cancelation fee of 5% to cover transaction fees.
If more than 7 business days have passed since we’ve approved your return, please contact us at picklespawtraits@gmail.com.
