Terms of Service
Last updated:
1. These terms
By placing an order on this site you agree to these terms. If you don't agree, please don't order. These terms work alongside our Shipping Policy, Refund & Revision Policy and Privacy Policy.
2. What we sell
We sell custom hand-painted pet figurines made to resemble your pet using photographs and written notes you supply. Each piece is painted by hand from a pet-shaped base. We are not selling an original sculpture, a 3D-modelled unique artwork, or a photographic replica.
Because hand-painting is a human craft, small variations in colour, finish and detail are normal and are not defects.
3. Your photos and your responsibility
You confirm that:
- The photos you upload are yours to use, or you have the owner's permission
- They are genuinely of the pet you want painted
- The notes you provide are accurate to the best of your knowledge
Please don't upload images that are unlawful, or images of people where you don't have consent. We may decline or cancel an order where we reasonably believe this has happened, and refund any payment for work not yet started.
We paint from what you give us. If the photos don't show a detail, we can't reproduce it — please tell us about important markings in the notes field.
4. Prices and payment
All prices are in US dollars. Shipping is free and included. Prices may change, but the price you were shown at checkout is the price that applies to your order.
Payment is taken via PayPal at the time of order. Your order is only accepted once payment has been confirmed and verified on our side. We reserve the right to cancel and refund an order where a pricing error or a payment verification failure has occurred.
5. Approval is required before shipping
Before we dispatch, we send you photographs of the finished figurine and ask you to approve it. We will not ship a figurine you have not approved. You may approve by clicking the link in our email or by replying to it; replies are recorded by a member of staff.
One round of reasonable colour or detail adjustments is included. If, after a reasonable period and repeated attempts to contact you, we receive no response, we may contact you to discuss options — we will not ship without your approval, and we will not silently cancel your order.
6. Delivery
Risk passes to you on delivery to the address you supplied. Delivery estimates are never guaranteed; see the Shipping Policy. Import duties and taxes are your responsibility.
7. Cancellations and refunds
Governed by the Refund & Revision Policy. In short: full refund before hand-painting starts; limited or partial thereafter, because work has been done specifically for you; repairs or refunds for our own errors; replacements or refunds for items lost or damaged in transit.
Nothing in these terms limits any non-waivable right you have under consumer law, or your ability to open a PayPal dispute.
8. Acceptable use
You agree not to attempt to break, overload, scrape, probe or gain unauthorised access to this site, its database, its storage, or another customer's order or photos. Attempting to access another person's photographs or order data is a serious violation and may be reported to the relevant authorities.
9. Intellectual property
The site, its design and its text are ours. Your photographs remain yours. You grant us a limited licence to use your photographs and notes solely for producing, supporting and shipping your order. We will not publish them or use them promotionally without your explicit permission.
10. Our liability
We are responsible for providing the product and service we describe. To the extent permitted by law, our liability for any claim is limited to the amount you paid for the affected order. We are not liable for indirect or consequential losses, or for delays caused by customs, carriers, or events outside our reasonable control.
Nothing here excludes liability we cannot lawfully exclude, including for death or personal injury caused by negligence, or for fraud.
11. Changes to the service or these terms
We may update these terms; the version in force is the one published when you order. We may also change or discontinue the service, but that will not affect orders already accepted.
12. Governing law
These terms are governed by the laws applicable at our place of business, without prejudice to consumer protections you are entitled to where you live. If a dispute arises, please contact us first — we will try in good faith to resolve it directly.
13. Contact
Reach us through the contact page. Include your order number for the fastest response.