Your first preview arrives by email within 24 hours of your order. If it doesn't, your order is free: email orders@dearfriend.pet and we'll refund you in full, no questions asked.
You can cancel at any time before you approve your preview. Reply to any of our emails, and we'll refund you in full.
Every portrait is made to order for you, so once your preview is approved and sent to print, we can't accept change-of-mind returns.
If your portrait or keepsake arrives damaged, or isn't what you approved, email a photo of it (and of the packaging) to orders@dearfriend.pet within 7 days of delivery. We'll replace it free.
Your portrait can only be as clear as the photos you send. If a photo isn't clear enough to work from, we'll ask you for another before we start.
The high-resolution digital file is a download, so it can't be returned once it's been sent. If the file is faulty, we'll fix it or refund it.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in this policy limits them or your rights under your own country's consumer laws.
Refunds go back to the original payment method.