Returns & Refund Policy
Due to the customized nature of all of the products we produce at Custom Arts Co., we cannot offer returns or refunds. Your artwork is designed with care and is entirely personal to you, your pet and family.
If you are unhappy with your final product then please get in touch with us. Customer satisfaction is one of our passions and we always strive to make sure you’re happy with the final masterpiece.
If you received the wrong product, and incorrect size or print, or your product was damaged in transit, we will of course replace it without question. Please let us know within 48 hours of receiving your order in this case.
If you have placed an order recently and have changed your mind, you can cancel your order within 24 hours. If 24 hours have passed, the cancellation will be granted at our discretion. The reason for this is that our artists often begin work as soon as you have placed your order. If your artwork has already been created and you request to cancel, we will charge a fee of $20 for the first character and $25 for each additional character to cover some of the artwork costs that our artist took the time to illustrate as every order is a custom made to order.
Please be aware that when we create your artwork, we use the photo you uploaded with your order. If you do not follow our Photo Guide, we cannot offer any solution. It’s your responsibility to submit a high quality photo that adheres to our submission guidelines. Low quality photos will result in low quality artwork. We do allow for notes to be added to orders in case you have anything to let us know about or additions you would like.
We offer unlimited revisions on your artwork. A revision is considered any of the following:
- Color changes to eyes, skin, clothing, hair
- Any changes to likeness of the person/character Eg. Moles, mustaches, piercings
Any change request outside of the above will incur additional fees. Each change request is reviewed on case by case scenario and the fee will be based on the effort and time needed to complete the request.
Examples of change requests that will incur fees:
- Change of clothing
- Change of body positioning/stance
- Change of design style
- Request to use different photo
Please note that all examples on site were made from high quality, high resolution photos. Blurry, low quality photos will not allow our design team to produce the high quality finish you see on site.