Terms & Conditions
By accessing and using our service, you agree to comply with and be bound by the following terms and conditions. These terms govern your use of our service and you acknowledge that you have read, understood, and accepted them. If you do not agree to these terms, do not use our service.
These terms and conditions are governed by and construed in accordance with the laws of England and Wales.
What we do
We create faithful reproductions of your pet based on a photograph you send us with our illustration-style, on a plain background. We can add simple changes such as adding your pet’s name but we do not do works that require artistic interpretation, e.g. making your dog have a certain pose or expression or background etc.
What you get
Depending on what you order, you will get an illustration of your pet on paper or canvas in the style shown throughout our site. Our paper prints are not framed. Our canvas prints are 2cm deep, stretched over a wooden stretcher bar with no colour on the edge.
Refund policy
- Because you are purchasing a custom-made product, we are exempt from the “14-day cooling off period” (as you may get with non-custom online purchases) offered in The Consumer Contracts Regulations 2013. For the same reason, there is no refund if you change your mind or “do not like” the product. Examples of our style of illustration are clearly shown on the site and if this style is not to your liking please do not order.
- Due to the customised nature of our products, we do not accept returns or provide refunds because each piece is created just for you. You can see many clear examples on our website of the style of customisation we do and this is wha you are ordering.
- In the event that your print arrives damaged or gets lost in transit, please reach out to us immediately. We will happily send you a replacement at no additional cost.
- In the rare case that your order is marked as “Delivered” but you have not received it, please contact the courier. Unfortunately we are unable to offer refunds when this occurs and so it is important you arrange for someone to receive the print or you nominate a reliable location for delivery.
- We use trusted courier services with tracking numbers which we will send you when the item is ready for dispatch.
Delivery
- Please allow for up to 21 days to receive your item from the date of order. It takes this time for us to custom illustrate your image; for our professional printing house to print the item and for the courier company to collect and deliver the item to you. Normally, we can fulfil orders much faster than this but you should be aware of this timeframe.
- We ship around the world and offer FREE delivery to the US, Canada, Australia, Europe and the UK.
- We use reputable courier companies and we will send you a tracking number on dispatch.
- Sometimes prints can be damaged in transit which unfortunately is beyond our control. However, if you receive a damaged print, we will offer you a free replacement. Simply send us a photo of the damaged print and packaging and we’ll do the rest. If you have a damaged print, please contact us at info@petpixels.co.uk so that we can put it right.
- IMPORTANT: Please ensure you provide a reliable delivery address (preferably where someone will be available to receive the print) as we cannot replace prints where the courier has marked the item as “Delivered” but you have not received it. Should this happen, we can offer to send out another print for a reduced fee to cover our costs.
© 2024 Pet Pixels | All Rights Reserved
Contact: info@petpixels.co.uk
Suites 1-4 Lincoln House, The Paddocks Business Centre,
347 Cherry Hinton Road, Cambridge CB1 8DH