Refund policy

Refund Policy

Every Pet Fresco product is made to order and personalized with your pet's photo. Because of that, we can't accept returns or exchanges if you change your mind, order the wrong product or size, or no longer want the item.

Damaged, defective or misprinted items

If your order arrives damaged, defective or misprinted, we'll send you a free reprint or give you a refund, and you don't need to send the item back. This covers things like:

An item broken or damaged in transit (for example, a cracked mug or ornament, or a dented canvas)
A manufacturing defect, such as an ink or print-quality problem that isn't in the photo you uploaded
A misprint, such as the wrong placement, the wrong colors or the wrong item

To make a claim, email us within 21 days of delivery. Please include:

Your order number
A short description of the problem
Clear photos showing the whole item and a close-up of the damaged or misprinted area. If several items are affected, include one photo of them together.

We need photos before we can approve a reprint or refund. Once your claim is approved, you can choose a free reprint or a refund to your original payment method. Refunds usually appear within 5 to 10 business days.

What isn't covered

A low-quality photo you uploaded. We print the photo you give us, so a blurry, dark, pixelated or low-resolution photo will look the same on the product. Please upload the clearest, highest-resolution photo you have.
An incorrect or incomplete shipping address you entered. If a package comes back to us because of an address error, we can resend it once you confirm the correct address, but you'll pay the cost of reshipping. See our Shipping Policy for details.
Change of mind, or ordering the wrong product, size or design.
Claims made after the window above.

Lost packages

If your order hasn't arrived, please see our Shipping Policy. You need to report a lost package within 30 days of the estimated delivery date.

Cancellations

Production starts soon after you order, so we can only cancel or change an order if it hasn't gone into production yet. To cancel or change an order, email us within 12 hours of placing it.