Refund policy

Last updated: September 11, 2026

Every Golden Hour Pets portrait is custom-made from your photo, just for you. That shapes what we can and can't take back.

The short version

Because each portrait is personalized, we can't accept returns or offer refunds for change of mind. But if something is genuinely wrong - damaged, misprinted, or not what you ordered - we'll make it right with a reprint or a refund.

What qualifies for a reprint or refund

Contact us within 30 days of delivery if your order arrives:

  • Damaged (torn canvas, broken frame, bent corners from transit)
  • Misprinted (wrong size, wrong image, print defects like banding or discoloration)
  • Wrong item (you received someone else's order or a different product)

Email us at info@goldenhour-pets.com with your order number and a clear photo of the issue. We review every request within [1–2] business days. Approved claims get a free replacement or a full refund to your original payment method - your choice.

Because every item is printed on demand, you won't need to ship anything back in most cases. We'd never ask you to pay return postage for our mistake.

What doesn't qualify

  • Change of mind after the order is placed
  • Photo quality issues you could see in the preview - you approve a live preview of your portrait before checkout, so please check it carefully
  • Incorrect shipping addresses entered at checkout (see our Shipping Policy)
  • Normal variation - canvas texture, and slight color differences between your screen and a physical print, are part of any printed product

If your photo won't print well

If you upload a photo that's too dark, blurry, or low-resolution to make a good portrait, we'll email you before production and ask for a better one. If we can't reach you after [3] attempts over [7] days, we'll cancel and refund the order in full.

Cancellations

We start production quickly. You can cancel or change your order within [12 hours] of purchase by emailing info@goldenhour-pets.com. After that window, your portrait is already being made and the order is final.

How refunds work

Approved refunds go back to your original payment method within [5–10] business days, depending on your bank. We'll email you confirmation when it's processed.

Questions?

Email info@goldenhour-pets.com - we'll get back to you.