Política de reembolso
Returns & Refunds Policy
Last updated: 9 May 2026
At Aooiart, every portrait is personalised and made to order using the pet photo, style choice and order details provided by the customer. Because each artwork is created specifically for you, our products are not suitable for resale.
Personalised & Made-to-Order Products
All Aooiart digital portraits, printed portraits and framed portraits are personalised, made-to-order items.
For this reason, we do not accept returns, exchanges or refunds for:
- Change of mind
- Ordering the wrong style, size or format
- Customer-provided spelling mistakes or incorrect order details
- Low-quality, blurry or unsuitable photos provided by the customer
- Personal preference after the artwork has been created
- Delays caused by missing, unclear or incomplete customer information
This applies to both digital portraits and printed/framed portraits.
Digital Portraits
Digital portraits are delivered by email. Once we have started creating your personalised artwork, the order cannot usually be cancelled or refunded.
By placing an order for a digital portrait, you agree that we may begin creating your personalised artwork shortly after your order is placed. Once the digital artwork has been created or delivered, the order is non-refundable unless it is faulty, incorrect or materially different from what was ordered.
Printed & Framed Portraits
Printed and framed portraits are made to order based on your selected artwork, size and format. Once production has started, printed and framed orders cannot be cancelled, returned or refunded unless the item is faulty, damaged, incorrect or materially different from what was ordered.
We do not accept returns for personalised printed or framed portraits because they are created specifically for each customer and cannot be resold.
Damaged, Incorrect or Faulty Orders
If your order arrives damaged, incorrect or faulty, please contact us within 7 days of delivery at:
Please include:
- Your order number
- Clear photos of the issue
- Photos of the packaging if the item arrived damaged
- A short description of the problem
Where appropriate, we may offer a correction, replacement, remake or refund. This does not affect your statutory rights.
Revisions
Each digital portrait includes 1 free minor revision for reasonable adjustments, such as small detail corrections or minor style refinements.
Minor revisions do not include:
- Changing to a completely different portrait style
- Replacing the original pet photo after work has started
- Creating a new artwork from scratch
- Major changes requested after approval or delivery
Additional revisions may be charged separately.
Photo Quality Responsibility
The final result depends on the quality of the photo provided. For best results, please upload a clear, well-lit photo where your pet’s face and features are easy to see.
We may contact you if the uploaded photo is unsuitable. If you do not provide a suitable replacement photo, this may delay the order.
Cancellations
Because our products are personalised and made to order, cancellations are not guaranteed.
If you need to cancel, please contact us as soon as possible at:
If production has not yet started, we may be able to cancel the order. If production has already started, the order cannot usually be cancelled or refunded.
Return Address
Please do not send any item back without contacting us first. Unauthorised returns may not be accepted.
If a return is required for a faulty, damaged or incorrect item, we will provide instructions by email.
Contact Us
For any order issue, please contact:
Please include your order number so we can help you faster.