Refund Policy
At Heirloom Pet Portraits, each order is custom made to order from the photo(s) you provide. Because of the personalised nature of the product, we do not accept returns or offer refunds for change-of-mind purchases.
Custom made-to-order items
Each portrait is custom created from your pet’s photo and professionally printed to order. For this reason, once an order has been placed, it cannot be cancelled, returned, or refunded for reasons such as:
- changing your mind
- ordering by mistake
- deciding you no longer want the item
- delays outside our control once the order has been submitted for production or shipment
Damaged, defective, or incorrect orders
If your order arrives damaged, has a print defect, or there is a genuine issue with the finished item in relation to the photo(s) provided, please contact us within 7 days of delivery.
When getting in touch, please include:
- your order number
- a brief description of the issue
- clear photos of the item
- clear photos of the packaging, if relevant
This allows us to review the issue properly and determine the most appropriate resolution.
Resolutions
Where appropriate, we may offer a replacement, reprint, or another suitable resolution depending on the nature of the issue.
Customer responsibility
Please make sure the photo(s) you upload are clear and suitable for use. The final portrait will be created using the most suitable image provided as the main reference, with any additional images used as supporting reference where helpful.
Contact
If you need help with an order, please contact us via our Contact page or by email at hello@heirloompetportraits.com