Refund policy

The short version

Every portrait is made to order from your photo, so it cannot be returned or exchanged. If the artwork is not right, we re-render it free before it prints. If the print arrives damaged or is not what you approved, we reprint it free or refund you — your choice.

Before it prints: free re-render

Within 24 hours of ordering you receive the finished artwork by email. If it is not what you hoped for, reply to that email within 48 hours with another photo or a different style and we render it again — up to two times — before anything is printed. If we do not hear from you within 48 hours of the artwork email, the portrait goes to print and the artwork is final.

After it prints: damaged, wrong or missing

Email cloudbandsupport@gmail.com with your order number and a photo of the problem. A print that arrives damaged, that is not the artwork you approved, or that is the wrong size is reprinted free or refunded in full, whichever you prefer. You do not need to send it back.

Why we cannot accept returns

Your portrait is personalised to your pet and has no value to anyone else. That is why the artwork email and the free re-render exist: the decision is made before the print, not after.

Cancelling an order

If your order has not yet gone to print, email us and we cancel and refund it in full. Once it is printing, it cannot be cancelled; the damaged-or-wrong terms above still apply.

Orders that never arrive

See our Shipping Policy. Non-delivery is refunded in full or reprinted, your choice.

Refund timing

Refunds go to your original payment method. Most banks post them within 5–10 business days of us issuing them; the exact timing is up to your bank rather than us.

Your statutory rights

Nothing in this policy limits your rights under the consumer law that applies where you live, including applicable US state consumer protection law. Where those laws give you more than this policy does, those laws apply.