Refund Policy

Petional Return & Refund Policy

This policy applies to all orders placed at petional.com worldwide. By placing an order, you agree to these strict, final terms.


Custom Products


All custom products (including pet portraits and personalized items) are made exclusively for you. Custom products are FINAL SALE and cannot be returned or refunded for subjective reasons (change of mind, personal preference, style dissatisfaction, etc.).

We offer a strict 100% satisfaction guarantee:

If you are not satisfied with your order, contact us at support@petional.com within 15 days of delivery. We will provide free re‑production, replacement, or refund at our sole discretion.

If your item arrives damaged, defective, or incorrect (wrong size, print, or product), we will arrange a replacement or full refund. You must notify us within 48 hours of delivery, with clear photos of the issue.


Non‑Custom Products


Non-custom products may be returned only if unused, unopened, and in original, resalable condition.

Returns must be requested within 15 days of delivery.

Order Cancellation:

You may cancel or modify your order within 30 minutes of placement. After 30 minutes, all orders enter production and cancellations or changes are no longer allowed.


How to Request a Return


  1. Email support@petional.com with your order number, reason for return, and supporting photos (if applicable).
  2. We will review your request within 2 business days.
  3. If approved, return the item securely within 7 days of approval.
  4. Once received and inspected, refunds will be processed to your original payment method within 14 business days.

    Replacements and re-productions will be shipped within 7–10 business days.

Return shipping costs are the customer’s responsibility, except for cases of damage, defect, or incorrect item.


Returns We Cannot Accept


  • Requests submitted outside the 15‑day window
  • Custom products returned for subjective reasons
  • Used, damaged, stained, incomplete, or altered items
  • Items not purchased from petional.com
  • Poor results caused by low‑quality, blurry, or non‑compliant customer photos
  • Unfulfillable special requests (e.g., altering facial features; we only offer basic edits such as red-eye removal)


Contact


support@petional.com

We respond within 24 hours on business days.


Policy Updates


We reserve the right to update this policy at any time. Updated terms will be posted on petional.com.