Refund policy
Returns and Exchanges Policy
Clothing & Accessories — Returns
We accept returns on clothing and accessories within 30 days of delivery. To start a return, email us at contact@petarthaus.com. Please note that return shipping costs are the customer's responsibility.
Returned items must be in their original packaging, unworn, with tags still attached and free of pet hair.
Clothing & Accessories — Exchanges
Your first exchange is completely free! To qualify, the item must be:
- In resaleable condition with original tags and packaging
- Free of pet hair
- Returned within 14 days of the delivery being marked as "Delivered"
We strongly recommend using a tracked shipping service for your return — we can't be responsible for items that don't reach us.
To request an exchange, email us at contact@petarthaus.com with the subject line "Exchange" and include your order number.
Please note the following items are not eligible for returns or exchanges:
- Gift cards
- Sale items
- Free gifts
- Clearance items
Our return address: PetArtHaus
121 Stiver Dr.Newmarket.ON.Canada l3y7w1
Custom Portrait Returns
Because every portrait is created specifically for you and your pet, we're unable to accept returns on custom orders.
That said, your happiness matters to us. If something isn't right, please reach out — we'll always do our best to make it right.
If your order arrived damaged, was the wrong size, or had an incorrect print, we'll replace it immediately — no questions asked. Just contact us within 24 hours of receiving your order.
Revisions: We offer unlimited small edits to your artwork (color tweaks, minor adjustments, etc.). If you need a more significant change — like a new photo or a different costume — you can make one of each per order at no charge. Any additional major changes beyond that can be made for a $10 fee per revision.
Cancellations: You can cancel your order within 24 hours of placing it. After 24 hours, cancellations are handled case by case, since our artists often begin work right away. If your artwork has already been completed, a $10 fee may apply to cover the design work.
Photo responsibility: We create your portrait using the photo you provide. Please follow our Photo Guide carefully — low-quality or blurry photos will affect the final result, and we won't be able to offer a resolution in those cases. We do our best to accommodate notes added to orders, but some requests (like editing a pet's expression) may not be possible.
Product Care
Phone Cases: Remove the case from your phone before cleaning. Mix a small amount of mild soap with water, dampen a soft cloth, and gently wipe the case in circular motions. Let it air dry completely before reattaching. Avoid alcohol-based cleaners — they can damage the print or cause discoloration.
Warranty
We stand behind the quality of our products. If you receive a defective or damaged item, please contact us within 30 days of delivery and we'll make it right — either with a replacement or a refund.