Refund & Redo Policy

We want you to love your portrait. Here's how we put things right if something goes wrong.

Before you pay: check your preview

You'll always see a free watermarked preview first. Please check it carefully — the style, how your pet looks, and the spelling of your pet's name. Not quite right? Just try again before paying: you're never charged for previews.

When we'll redo or refund

Contact us within a reasonable time (ideally within 30 days of purchase, while your file is still available) and we'll redo your portrait for free or give you a full refund — your choice where the problem is major — if:

• It's faulty — the file is corrupted, won't open, is the wrong size, or still has the watermark.
• It's not what you previewed or not as described — e.g. a different image from your preview, the wrong style, or your pet's name is spelt differently from what you entered.
• It wasn't delivered — your download link didn't arrive or didn't work, and we can't fix it quickly.
• You were charged by mistake — e.g. a duplicate charge.

For minor problems we may first offer to fix or redo the artwork; if we can't do that within a reasonable time, we'll refund you.

Change of mind

Because you see a preview before you buy and the file is delivered instantly, we don't generally give refunds if you simply change your mind after downloading.

Your rights under the law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, and this policy doesn't limit them. If you're in the EU or UK, you also keep your statutory rights for faulty or not-as-described digital content, and the 14-day withdrawal rules described in our Terms of Service.

How to ask

Email hello@draw-paw.com with:

1. the email address you used at checkout,
2. your order or receipt number (shown on the "Find my order" page in the browser you bought with), and
3. what's wrong (a screenshot helps).

We'll reply within 2 business days. Refunds go back to your original payment method — usually within 5–10 business days, depending on your bank. Any currency conversion fees charged by your bank are set by them, not us.

Please contact us before disputing a charge with your bank — it's usually much faster for both of us.