Refund policy
Effective date: 15 October 2026
Contact hi@darlingpetstudio.com with your order number for cancellations, delivery problems, damage or defects. We will explain the next steps and any information reasonably needed to resolve the issue. Do not send an item back to a printer or carrier without return instructions.
Cancelling a physical portrait
Your physical portrait is made specifically from your selected artwork. If you request cancellation and we can stop production before manufacture begins, we will cancel the order and provide a full refund. Production may begin soon after payment, so contact us promptly. Once manufacture has begun, we cannot guarantee a voluntary cancellation, address change or change of artwork.
Where the legal exception for goods made to your specifications or clearly personalized applies, there is no change-of-mind withdrawal right for the personalized print. This exception concerns the custom artwork, not merely choosing a standard frame or size. It does not affect your rights if the product is faulty, damaged, incorrectly supplied or not delivered as agreed.
Digital purchases
Where a statutory withdrawal period applies, immediate supply of digital content can end that right only when the legal conditions have been met, including your prior express consent and acknowledgement and the required confirmation. Merely paying for a digital portrait does not by itself waive your rights. If those conditions have not been met, the applicable withdrawal rights remain available.
If the file is inaccessible, corrupted, the wrong artwork or otherwise does not conform to the purchase, contact us. We will provide the remedies required by applicable law. Downloading the file does not waive these rights.
Damage, defects and delivery failures
Please report problems as soon as you reasonably can. Photos of the item and packaging can help with a damage claim, but we will consider other reasonable evidence when photographs are unavailable. A supplier's internal reporting deadline does not shorten your statutory rights against us.
Depending on the issue and applicable law, remedies may include repair, replacement, making digital content conform, a price reduction or a refund. Where we are responsible for a defect or incorrect supply, we cover the necessary return or replacement costs. We remain your point of contact for a parcel lost or damaged through a carrier we arranged.
Statutory rights and refunds
French statutory protections include conformity guarantees for goods and digital content and, where applicable, protection against hidden defects. Other mandatory protections may apply in your country.
When a legal withdrawal right applies, notify us by a clear statement to hi@darlingpetstudio.com or our postal address. You may use this wording: “I withdraw from the contract for [product], ordered on [date], received on [date if applicable]. My name is [name], my address is [address], and my order reference is [reference].” A postal request can be signed and dated. The form is optional; no special wording is required.
We issue refunds to the original payment method unless another lawful arrangement is agreed, without a refund-processing fee. Statutory refund deadlines apply. Bank processing time may vary after we issue the refund. Cancellation or a full refund ends digital download access associated with that cancelled or fully refunded purchase; a partial refund alone preserves access.