Refund Policy

This page is kept as a static archive of the refund policy that applied while PaintPaw was an operating store. PaintPaw is no longer taking orders.

As each pet portrait was 100% unique and custom-made, we did not offer returns or refunds once artwork was approved.

If a customer received a damaged product or the wrong product, we replaced it at no charge, provided customer support was contacted within 72 hours of receiving the order.

If a customer wanted to cancel an order that hadn’t shipped yet, they were asked to contact us as soon as possible. Because artists began creating a portrait shortly after an order was placed, a $19 cancellation fee per pet applied if the artwork had already been created. For example, cancelling an order for a 2-pet portrait and a separate single-pet portrait would carry a cancellation fee of $57 total. This fee was in place to cover part of the cost of creating the artwork. Orders could be cancelled without a fee if the artwork hadn’t been created yet.