Refund policy

At PetPrints, every piece is made with love and care — just for you. Because our artwork is custom-made to order, each item is unique and created specifically from your photo and chosen style. We want you to feel confident shopping with us, so here’s how our returns and refund process works.

All of our portraits and printed items are personalised and made to order.

That means we’re unable to accept returns or exchanges if you change your mind after ordering.

However, we absolutely want you to be happy with your purchase. If there’s any issue with your portrait or the printed item, please reach out to us.

Before we send your artwork to print, you’ll receive a digital preview for approval.

Please check it carefully and request any minor edits before confirming. Once you approve the design, it goes straight into production and cannot be changed or cancelled.

If your order arrives damaged, misprinted, or you receive the wrong item, please contact us within 7 days of delivery with photos of the issue.

We’ll organise a replacement or refund as soon as possible. To help us process it quickly, include:

Send all claims to: hello@petprints.co.nz

If your parcel hasn’t arrived after the estimated delivery window, please let us know.

We’ll help track it down with the courier or arrange a replacement when confirmed lost.

Orders can be cancelled within 12 hours of purchase — before artwork creation begins.

After this stage, the process is underway and we can’t guarantee cancellation.

If approved, your refund will be processed back to your original payment method. Please allow a few business days for it to appear on your statement.

We ship to New Zealand and Australia. However, international buyers are responsible for any customs fees or import taxes. Unfortunately, these charges cannot be refunded.

Contact us at: hello@petprints.co.nz