Delivery & refunds

Effective date: 29 October 2026

Made for your pet

Each print is produced for the artwork, paper and size you select. Please inspect the preview and check the pet name, delivery details and print selection before payment.

Delivery

Please allow an estimated 5–10 working days from payment to delivery, excluding weekends and bank holidays. This is an estimate, not a guaranteed delivery date. Prints are made to order. Print preparation, production and transit all take time; a next-day courier service does not mean next-day delivery from ordering. We will email confirmation and updates as the order moves to printing and dispatch. Where tracking is available, it will be included. Contact us if your estimated delivery window has passed. We remain responsible for resolving a delivery problem with your order. UK pricing and tax: Orders are currently available for delivery within the United Kingdom only. We are not VAT registered and do not charge VAT separately. The delivered total shown before payment includes standard delivery and all charges payable to us for that order.

Changes and cancellations

Contact orders@portraitswithpaws.com with the order reference as soon as you want to change or cancel it. We will check the current production stage before confirming what is possible. The usual change-of-mind cancellation right does not apply to prints made to your specifications. This does not remove your rights where goods are faulty, damaged or not as described.

Your poster is made to your specifications, so the usual 14-day change-of-mind cancellation right does not apply to the personalised print. Please inspect the preview before payment. Contact us immediately if you need to change or cancel an order; print preparation and submission may begin automatically after payment, so there is no guaranteed cancellation window. If we can stop the order before production, we will cancel and issue a full refund. We will confirm whether we have been able to do so. Your rights if goods are faulty, damaged or not as described are unaffected. Approval of a preview does not waive those rights.

Damaged, faulty or incorrect prints

Contact us with the order reference and a description of the problem. Photos of the print and packaging can help us investigate. Please report issues promptly, but this request does not shorten rights or time limits provided by applicable law. We will explain the appropriate remedy, which may include a replacement or refund as required.

Please contact us before returning anything so we can provide the correct instructions. Do not send a return directly to a print lab without agreed instructions. Email orders@portraitswithpaws.com with your order reference and details of the problem. Photographs of the print and packaging can help but do not replace your statutory rights. Please contact us before returning a print so we can give you the correct address and instructions; do not return directly to a print lab without those instructions. Where goods are faulty, damaged or not as described, we will provide the remedy required by law, which may include a refund or replacement, and cover reasonable required return costs. Our supplier’s claim deadlines do not limit your rights against us.

Support

Contact Carl Glaysher, sole trader trading as Portraits with Paws at orders@portraitswithpaws.com. Business contact address: 51 Arethusa Road, Rochester, Kent, ME1 2UR, United Kingdom. Support response guidance: We aim to respond within two working days, Monday to Friday, excluding UK bank holidays. This is a response target, not a limit on your rights.