Refund policy

PetSoul — Refund & Return Policy

Last updated: July 20, 2026

Every PetSoul piece is made to order — hand-illustrated portraits, and gift items printed on demand — created for you and your pet. Because each order is personalized or made specifically for you, we handle refunds and returns a little differently than a typical store. Please read the below — and if anything's unclear, just reach out to us at support@petsoulstudio.com. We're real people and we want you to love your art.

  1. CUSTOM & MADE-TO-ORDER ITEMS ARE FINAL SALE
    Because our products are personalized or made to order for you — hand-illustrated portraits, and gift items printed on demand — they cannot be returned or refunded once production has begun. Production begins shortly after you place your order. This is standard for custom and made-to-order goods.
  2. CANCELLATIONS & CHANGES
  • You may cancel your order or request changes (photo swap, options, shipping address) within 24 hours of placing it, free of charge.
  • After 24 hours, your order may already be in production. Cancellations or changes after this window are granted at our discretion and may not be possible.
  • To cancel or change an order, email support@petsoulstudio.com with your order number as soon as possible.
  1. ARTISTIC INTERPRETATION & HUMAN REVIEW
    Every PetSoul design is an artistic, hand-illustrated interpretation — created, reviewed, and quality-checked by our team at every step, and (where your product includes a proof) approved by you before it goes to print. Because it is an artistic interpretation rather than a photographic copy, slight stylization in line, color, framing, or finish is part of the art and is not considered a defect.
  2. PROOF APPROVAL & YOUR 72-HOUR RESPONSE WINDOW
    Pet Illustrated portraits include a proof. Ready-made and personalized gift items (ornaments, mugs, totes, and similar) do not include a proof — they go straight to production, so please double-check your design and any personalization details before you order.

For products that include a proof, your PetSoul artist emails your artwork for approval — first a concept sketch, then the finished painting. You approve, or request changes, at each stage before we print.

  • You have 3 days (72 hours) from the time we send each proof to reply "APPROVE" or request changes. Revisions at the sketch stage are unlimited and free; each time we send you an updated proof, a fresh 72-hour window applies.
  • We send a reminder before the window closes.
  • If we do not hear from you within 72 hours, the proof is deemed approved and we proceed to the next step (or to printing) to keep your order on schedule. Once printing has begun, the order is final sale under Section 1.
  • Memorial exception: pieces in our Forever / memorial collection are never auto-approved — there is no clock. We wait for your explicit approval, so take all the time you need.

To approve or request changes, simply reply to your proof email, or contact support@petsoulstudio.com with your order number.

  1. OUR HAPPINESS GUARANTEE
    Your happiness is the whole point. Before we print, our team prepares and reviews your piece with care. If something about your final product isn't right, contact us within 14 days of delivery and we'll make it right.
  2. DAMAGED, DEFECTIVE, OR WRONG ITEMS
    If your order arrives damaged, defective, the wrong size/print, or not what you ordered, we will replace it free of charge — no return shipping required. To qualify:
  • Contact us within 14 days of receiving your order at support@petsoulstudio.com.
  • Include your order number and clear photos of the issue and the packaging.

We'll arrange a free reprint/replacement right away.

  1. PHOTO QUALITY
    Beautiful art starts with a usable photo. If the photo you submit is low-resolution, blurry, or poorly lit, the final artwork may reflect those limitations. We'll always flag obvious issues before printing where we can, but we can't guarantee results from low-quality source photos, and these are not eligible for a free replacement.
  2. REFUNDS (WHEN APPLICABLE)
    Where a refund is approved (e.g., an order we cannot fulfill), it is issued to your original payment method. Please allow 5–10 business days for it to appear, depending on your bank or card provider. We do not charge restocking or cancellation fees.
  3. HOW TO REACH US
    Questions, changes, or issues? Email support@petsoulstudio.com with your order number and we'll respond within 1–2 business days.

PetSoul is operated by Terrasian Global Limited, RM 5003, 5/F, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong.