Refund policy

Returns, Exchanges & Refund Policy

At PetArtHaus, many of our products are personalized and made specifically for you. Please review the policy below before placing your order.

Non-Personalized Clothing & Accessories — Returns

We accept returns of non-personalized clothing and accessories within 30 days of delivery.

To be eligible for a return, the item must be:

Unworn and unused
In its original condition
In the original packaging, where applicable
Free of pet hair, stains, odors, or damage
Returned with any original tags attached

To request a return, please contact us at contact@petarthaus.com before sending the item back.

Unless the item is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service. PetArtHaus is not responsible for returned packages that are lost in transit.

Exchanges

If you need a different size for an eligible non-personalized clothing or accessory item, please contact us at contact@petarthaus.com with your order number.

Exchange requests must be submitted within 14 days of delivery.

Items must meet the same return conditions listed above.

Personalized or custom-made products are not eligible for size exchanges unless we sent the wrong item or made an error with your order.

Personalized & Custom Products

Because personalized products are created specifically for you and your pet, custom and personalized items are final sale and cannot be returned or exchanged due to a change of mind.

This includes, but is not limited to:

Custom pet portraits
Personalized canvases and framed prints
Memorial products
Personalized pillows and blankets
Custom ornaments and suncatchers
Personalized clothing and accessories
Any product created using your pet's photo, name, text, or other custom information

However, if your personalized item arrives damaged, defective, misprinted, or different from what you ordered, we will make it right.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, misprinted, or you receive the wrong product, please contact us within 7 days of delivery at contact@petarthaus.com.

Please include:

Your order number
A brief description of the problem
Clear photographs showing the issue
A photograph of the packaging if the package was damaged during delivery

After reviewing the issue, we may offer a replacement or refund, depending on the circumstances.

You do not need to return a damaged or defective personalized product unless we specifically ask you to do so.

Artwork Previews & Revisions

For artist-created custom portraits, we may provide a digital artwork preview before your product is sent to production.

Small revisions, such as minor color or positioning adjustments, may be requested before approval.

Requests involving a completely different photo, costume, style, or major redesign may require an additional fee.

Once you approve your artwork and the order enters production, further changes may no longer be possible.

For products that provide a live preview directly on the product page, the design displayed and approved by you before checkout is considered your final design approval.

Customer-Provided Photos & Information

Please carefully review all photos, names, dates, spelling, colors, sizes, and other personalization details before placing your order.

PetArtHaus creates personalized products using the information and images provided by the customer.

We are not responsible for errors resulting from:

Incorrect spelling submitted by the customer
Incorrect dates or names
Low-resolution, blurry, dark, or heavily cropped photographs
Incorrect size or product options selected during checkout

If we make an error that does not match the information submitted with your order, we will correct it at no additional cost.

Order Changes & Cancellations

Because personalized orders may enter the design or production process quickly, please contact us as soon as possible if you need to make a change or cancel your order.

We recommend contacting us within 2 hours of placing your order.

We will do our best to accommodate your request, but changes or cancellations cannot be guaranteed once artwork creation or production has started.

Once a personalized product has entered production, the order generally cannot be cancelled.

Refunds

Approved refunds will be issued to the original payment method.

Please allow up to 5 business days for your bank, credit card company, or payment provider to process and display the refund after it has been issued.

Original shipping charges are generally non-refundable unless the order was defective, damaged, incorrect, or otherwise required by applicable law.

Items Not Eligible for Return

The following items are generally not eligible for return or exchange:

Personalized or custom-made products
Gift cards
Free promotional gifts
Clearance or final-sale items

This does not affect your rights if an item arrives damaged, defective, incorrect, or if applicable consumer protection laws provide additional rights.