Refund Policy

Our Commitment to You

We want you to be delighted with your pet portrait. If something isn't right, we'll work with you to make it right. This policy explains our approach to refunds and satisfaction.

1. Preview Approval Period

Digital Portraits

For digital-only orders, production timing varies. We will email you when your files are ready.

Physical Prints

For print orders, production timing varies. We will email you when your print ships.

2. When We Offer Refunds

2.1 Production Errors

We will provide a full refund or replacement at our option if:

• The physical print is damaged upon arrival
• The print differs materially from the approved preview
• There are printing defects (colour shifts, blurring, artefacts)
• The wrong item or size was shipped

Please contact us within 14 days of delivery with photos of any damage or defects.

2.2 Processing Errors

If we make an error in processing your order (e.g., incorrect pet identification, missed instructions from your order), we will correct the issue at no additional cost or provide a refund.

2.3 Service Failures

If we are unable to complete your order due to technical issues on our end, you will receive a full refund.

3. When Refunds Are Not Available

3.1 Change of Mind

Due to the custom nature of our service, we do not offer refunds for:

• Change of mind after order placement
• Change of mind after preview approval
• Dissatisfaction with artistic style (this is what the preview period is for)

3.2 After Approval

Once production has started, refunds are not available except for production errors (see Section 2.1).

3.3 Unsuitable Photos

If uploaded photos are unsuitable for processing (e.g., extremely low resolution, subject not visible), we will:

• Request better photos before processing
• Offer a refund if better photos cannot be provided

4. Cancellations

4.1 Before Processing Begins

If you need to change or cancel an order, contact us as soon as possible. Once production has started, we may not be able to cancel.

4.2 After Processing Begins

Once production has started, we may not be able to cancel.

4.3 After Production

For physical prints, cancellations are not possible once production has begun.

5. How to Request a Refund

To request a refund or replacement, please:

1. Contact us at loyalstudio.ltopbb@gmail.com or use our contact form
2. Include your order number
3. Describe the issue clearly
4. For damaged prints, include photos of the damage and packaging

We aim to respond within 1–2 business days.

6. Refund Process

6.1 Timing

Refund timing depends on the payment provider.

6.2 Method

Refunds are issued to the original payment method used for the purchase.

6.3 Confirmation

You will receive an email confirmation when your refund has been processed.

7. Replacements

For damaged or defective physical prints, we may offer a replacement instead of a refund at our discretion. Replacements are shipped at no additional cost to you.

For replacement digital files, we will work with you during the preview period to address any concerns before final delivery.

8. Consumer Guarantees (Australia)

Under Australian Consumer Law, you are entitled to a repair or replacement for goods that are faulty or defective, or a refund for major failures. These rights are not affected by this policy. For more information about consumer rights, visit the Australian Competition & Consumer Commission website.

9. Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date. Orders placed before any changes will be governed by the policy in effect at the time of purchase.