Refund policy

Last updated: October 11, 2026

Every Furry Royals portrait is made from scratch, from your photo, for your pet only. So we do things in a set order: you see and approve your portrait before anything is printed. Here's what that means for refunds.

The short version

  • Revisions are free until you approve your proof.
  • If we can't make a version you love, you get a full refund. Nothing is printed until you say yes.
  • Damaged or misprinted print? We replace it for free. Just send us a photo within 30 days of delivery.
  • Digital-only orders can be refunded in full any time before we deliver your final file.

1. Before you approve: free revisions, or a full refund

  • Within 24 hours of receiving your order and a usable photo, we email you a proof of your portrait. The proof is a watermarked preview. You get the full-resolution file after you approve it.
  • Ask for as many changes as you need, at no cost, until you approve. That includes likeness tweaks, expression, colors, background details, using a different photo of the same pet, or switching to another of our styles.
  • If we go back and forth and still can't make a version you love, tell us. We'll cancel your order and refund you in full, for prints and digital files alike. No forms, no hard feelings.
  • You can also cancel for any reason before you approve your proof and get a full refund.

2. After you approve: no change-of-mind returns

Approving your proof tells us to go ahead and print (or to deliver your final file). Each print is personalized with your pet and can't be resold, so we can't accept returns or give refunds if you change your mind after approving.

This doesn't affect your rights if something is wrong with your order (see below). It also doesn't limit any right you have under law that can't be waived.

Legal note: the EU's 14-day right of withdrawal doesn't apply to personalized goods. See Directive 2011/83/EU, Article 16(c), and the French Consumer Code, Article L221-28 3°.

3. Damaged, misprinted, or defective prints: free replacement

If your print arrives damaged, misprinted (for example, it doesn't match the proof you approved, or it's smudged, scratched, or the wrong size), or defective:

  1. Email us at support@furryroyals.com within 30 days of delivery with your order number.
  2. Attach a clear photo of the problem. If it was damaged in transit, add a photo of the packaging too.
  3. We'll send you a replacement at no cost. You don't need to send the original back.

If we can't replace it, we'll refund that item in full.

Some defects only show up later, like a canvas or ink problem. Those are covered by the legal guarantees described in our Terms of Service (section "Legal guarantees"). Contact us and we'll sort it out.

A note on color: screens and inks show color a little differently, so a slight difference between your screen and the printed piece is normal. If the difference is more than slight, tell us and we'll look at it with you.

4. Lost packages

  • Stuck in transit or lost: email us. We'll check with the carrier, and if the package is confirmed lost, we'll send a free replacement.
  • Marked "delivered" but not there: please check around your door, mailroom, and neighbors, and wait a day (carriers sometimes mark packages early). Then email us and we'll open a claim with the carrier and do everything we can to help.
  • Wrong or incomplete address: if the address entered at checkout was wrong and the package comes back or goes missing, we'll reship once you confirm the right address. In that case the reprint and reshipping are charged at our cost price.

5. Digital-only orders

  • You can get a full refund for any reason before we deliver your final high-resolution file.
  • Once the final file is delivered, the order is complete. Digital files can't be returned, so we can't refund a delivered file because you changed your mind.
  • If the file is faulty (it won't open, it's the wrong resolution, or it's not the version you approved), we'll fix or resend it. If we can't, we'll refund you.
  • When you order a digital file, you ask us to start creating it right away and you acknowledge that you lose any legal right to cancel once the final file has been delivered to you.

The free digital file that comes with every print isn't sold separately. The rules for prints above apply to it.

6. How refunds are paid

  • Refunds go back to your original payment method (card through Shopify Payments, or PayPal).
  • We issue approved refunds within 5 business days. Your bank or PayPal may take a few more days to show it, and we can't control that part.
  • Shipping is free, so there's no shipping charge to refund. Any sales tax charged on a refunded item is refunded with it.

7. Questions

Email support@furryroyals.com. Please include your order number. You can find our full business details on our Contact Information page.

Nothing in this policy limits rights you have under applicable consumer protection law.