1. Digital Portrait Orders — No Refund Policy
All purchases of AI-generated pet portrait packages are final and non-refundable. By completing payment you acknowledge that:
- The AI generation process begins immediately after payment confirmation.
- Digital products are delivered instantly and cannot be "returned".
- Significant computational resources are consumed per order regardless of your satisfaction with the output.
- You have explicitly waived your right of withdrawal under EU Directive 2011/83/EU for digital content, as generation commences immediately upon your request.
We offer a free trial portrait before any purchase so you can evaluate quality — please use it before buying.
2. Exceptions for Digital Orders
We may consider a resolution (store credit or re-generation) on a case-by-case basis if:
- A confirmed technical error on our platform caused the order to fail entirely and no images were delivered.
- The generated images are demonstrably corrupted or unviewable due to a platform bug.
These exceptions are evaluated at our sole discretion. Dissatisfaction with AI-generated art style does not qualify for a refund.
3. Physical Print Products — Return & Reprint Policy
Physical merchandise (t-shirts, mugs, canvas prints, posters, etc.) is printed and fulfilled by Printful on demand. Each item is made specifically for you.
Eligible for Resolution:
- Damaged in transit — item arrived visibly damaged or broken.
- Manufacturing defect — printing error, wrong colour, blurry print, or misalignment.
- Wrong item shipped — you received a different product, size, or colour than ordered.
Not Eligible:
- Buyer's remorse or a change of mind after ordering.
- Incorrect size selected by the customer at checkout.
- Minor colour variations due to screen calibration differences.
- Orders lost due to an incorrect shipping address provided by the customer.
How to Request a Resolution:
- Contact us via the Support page within 14 days of delivery.
- Include your order number, a clear photo of the defect or damage, and a brief description.
- We will assess the claim and, if approved, arrange a free reprint or issue a refund for the affected item.
4. Referral Credits
Referral credits have no cash value and cannot be refunded, transferred, or exchanged for money. They can only be applied as a discount on future orders.
5. EU Consumer Rights
If you are an EU resident, you have certain statutory rights under applicable consumer protection laws. For digital content orders, your right of withdrawal is waived upon commencement of the digital service as described in Section 1. For physical products, your statutory rights under EU law apply in addition to this policy.
6. Contact
For any refund or return enquiries please open a ticket via our Support page or email us at support@petlegendspro.com.