Return Policy

Custom portraits are final sale

Every Craftrie portrait is hand-painted from your pet photos and made to your selected size, portrait style and wood tone. Once your portrait has shipped, we do not accept returns, exchanges or refunds for a change of mind, a different gift preference, or options you selected incorrectly.

This final-sale policy does not exclude help for transit damage, a manufacturing defect or an item that does not match your confirmed order.

If your portrait arrives damaged or incorrect

Please check the frame and glass when your parcel arrives. If the glass is broken, avoid handling the shards. Email craftrie@outlook.com as soon as possible, preferably within 7 days of delivery, with:

• Your order number and the email address used to order.
• A short description of the damage or what differs from your order.
• Clear photos of the whole portrait and close-ups of the issue.
• Photos of the outer parcel, shipping label and protective packaging.

Keep the packaging until we have reviewed your claim. You do not need an unboxing video to ask for help.

How we resolve a confirmed issue

For confirmed transit damage, manufacturing defects or an item supplied incorrectly, we will arrange a replacement or remake at no additional cost, including the related shipping. If that cannot reasonably resolve the issue, we will discuss an appropriate refund. Any remedy required by applicable law remains available.

Please contact us before sending anything back. If a return is needed for a confirmed issue, we will provide instructions and cover the required return shipping. Do not post broken glass without our instructions.

Before your portrait ships

If you need to change or cancel an order, contact us immediately. We will check the production stage and confirm what is possible. A request does not automatically cancel or change your order; once painting has started, changes or cancellation may no longer be possible. Shipped orders cannot be cancelled.

Hand-painted details and customer choices

Brushwork, wood grain and colors viewed on a screen can vary slightly. These natural differences are not defects. Please check the photos, pet count, size, head or full-body selection and wood tone before ordering.

If you believe we painted the wrong pet, missed an agreed detail or supplied a different option, contact us so we can compare the finished portrait with your confirmed order. This is handled as an order concern, not a change-of-mind return.

Damage after delivery

Accidental breakage, water exposure, rubbing, chemicals or other damage caused by handling or storage after delivery are not covered by our transit-damage policy. Follow our Care & Protection guidance to protect the painted surface.

Approved refunds

We will email you when a refund is approved and processed. Approved refunds are sent to the original payment method; your bank or payment provider may take additional time to display the credit.

Nothing in this policy limits your rights under applicable consumer law. The requested 7-day reporting period helps us investigate promptly and does not override those rights.