Refund policy

At Pet Print Labs, each order is made to order and personalized using your pet photo(s). Because our products are custom, our return and refund policy is different from a standard retail store.

This policy explains when cancellations, replacements, and refunds may be available for Digital (Worldwide) and Physical (Canada) orders.

Each order is custom

All Pet Print Labs orders are custom-made or personalized.

This means:

we do not accept returns or refunds for change-of-mind after a digital file has been delivered or after a physical order has been finalized and submitted for production;
we do not accept returns or refunds simply because a customer later changes their preference after delivery, approval, or production submission;
if there is a genuine issue such as damage, a defect, an incorrect item, or a production error, we will work with you to make it right under this policy.

Cancellations before finalization

You may request to cancel your order for a full refund before your order is finalized.

For clarity:

Digital (Worldwide): an order may be cancelled for a refund until the final file link has been sent to you.
Physical (Canada): an order may be cancelled for a refund until the order has been finalized, submitted for production through our print partner, and a confirmation email has been sent to you confirming that production has been started.

Once a final digital file link has been sent, or once a physical order has been finalized, submitted for production, and confirmed by email, the order is no longer eligible for a change-of-mind refund.

Digital (Worldwide) orders

Because digital products are delivered electronically and are custom-made for you, all digital orders become non-refundable once the final file link has been sent.

Template Swap

No proof is sent before final delivery.
You may request cancellation for a refund any time before the final digital file link is sent.
After the final digital file link has been sent, the order is non-refundable.
If the delivered file contains a clear error caused by us, we will correct the issue or remake the artwork where appropriate.

Fully Custom

A proof is provided before final delivery.
You may request cancellation for a refund any time before you approve the proof.
Once you approve the proof, the order becomes non-refundable, including digital-only orders.
After the final digital file link has been sent, the order remains non-refundable.
If the delivered file contains a clear error caused by us, we will correct the issue or remake the artwork where appropriate.

Physical (Canada) orders

Because physical products are custom-made and produced specifically for your order, physical orders are non-refundable once they have been finalized and submitted for production.

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No proof is sent before final delivery or printing.
You may request cancellation for a refund any time before the order is finalized, submitted for production, and a confirmation email has been sent to you.
Once the order has been submitted for production and that confirmation email has been sent, it is non-refundable.
If there is a confirmed production issue such as damage, a print defect, an incorrect item, or another verified fulfillment problem, we will offer a replacement first.

Fully Custom

A proof is provided before final production.
Once you approve your proof and the order is finalized for production, submitted to our print partner, and a confirmation email has been sent to you, the order is non-refundable.
If there is a confirmed production issue such as damage, a print defect, an incorrect item, or another verified fulfillment problem, we will offer a replacement first.

Damages, defects, and incorrect items

If your physical order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us review the issue, please include:

your order number;
a brief description of the problem; and
clear photo evidence showing the damage, defect, or incorrect item.

Photo evidence is a standard and important part of resolving print-on-demand issues and helps us review and process your request quickly.

If your claim is approved, our remedy will usually be:

replacement first; and
refund only if a replacement is not possible.

We may decline claims that are reported after 7 days, that do not include sufficient evidence, or that show normal variation rather than a true defect or fulfillment error.

No refunds after approval, delivery, or production finalization

A refund will generally not be available in the following situations:

the final digital file link has already been sent;
a physical order has already been finalized, submitted for production, and confirmed by email;
a Fully Custom proof has been approved, including for digital-only orders;
a Fully Custom proof has been approved and moved into production;
you changed your mind after delivery, approval, or production submission;
you want a different style, composition, pose, or creative direction after the order has been finalized under the applicable workflow.

Returns

At this time, we do not accept standard mailed-back returns for custom orders simply because a customer changes their mind.

Please do not send items back without contacting us first. If there is a legitimate issue with your order, we will review the issue and let you know the next steps.