Returns, changes and refunds

Before printing: everything can change

You see a proof of your portrait before anything is printed. Until you approve it:

• you can ask for as many changes as it takes to get the likeness right;
• you can change your mind and cancel: full refund, no reason needed, within 5 to 10 working days depending on your bank.

After approval: the portrait goes to print

Once the proof is approved, production starts. As the product is personalised, it cannot be returned simply because you changed your mind (section 8 of the terms).

We remain responsible for its quality.

Damaged parcel, bad print, our mistake

Send us a photo of what you received within 14 days. No complicated process, no return postage at your expense.

We reprint and reship free of charge. If reprinting is not possible, we refund in full.

Covered: transit damage, colours clearly different from the approved proof, wrong product or size delivered, faulty framing or finish.

Parcel never arrived

If tracking has not moved for ten working days, tell us. We open an enquiry with the carrier and, with no news within a week, we reprint at no cost.

How to reach us

Easiest: the chat on your tracking page — it reaches us with your order context attached. Otherwise, hello@pawraa.com.