Refund Policy
Last updated: 13 July 2026
Every Petline Art piece is personalised and made to order. Because of that, we do not accept returns or refunds for change of mind, wrong size selected at checkout, or a change to the pet name or photo after production has started.
When we replace or refund
We fully replace or refund your order when:
- The item arrives damaged.
- The item is defective (print, stitching, materials).
- You received the wrong item, size or colour compared to what you ordered.
- Your order is lost in transit and confirmed by the carrier.
How to claim
Within 14 days of receiving your order, email petlineart@hotmail.com with:
- Your order number.
- A short description of the problem.
- Clear photos of the item and of the shipping label / packaging.
We normally reply within 2 business days and, once the claim is confirmed, arrange a free replacement or a full refund to the original payment method.
Cancellations
You can cancel your order for a full refund any time before you approve the line-art proof. Once you approve the proof, production starts and the order can no longer be cancelled.
Approval of the proof
Please review the proof carefully — spelling of the pet name, placement, colour of thread. Errors introduced after your written approval are not covered by this policy.
Statutory rights
Personalised, made-to-order goods are excluded from the EU 14-day right of withdrawal (Directive 2011/83/EU, art. 16 c). Your legal rights in case of a faulty product remain unaffected.