Refund policy

At Paint and Tail, we want you to absolutely love your custom artwork. Our policy is designed to be fair to both our customers and the talented artists who bring your portraits to life.

Change of Mind Policy

  • Within 4 Hours of Ordering
    Changed your mind? Email us at hello@paintandtail.com within 4 hours of placing your order, and we’ll issue a full refund—no questions asked.
    (Please note: cancellations or changes made via social media, WhatsApp, website chat, or other methods will not qualify for refunds.)

  • After 4 Hours, Before Artwork Creation Begins
    You’ll receive store credit for the full value of your order.

  • After Artwork Creation Has Begun
    You’ll receive store credit minus 20% of your order value to help cover the time and effort already invested by our artists.

Because our artists often begin work shortly after your order is placed, please get in touch as soon as possible if you need to cancel or make changes.

Not Happy With Your Artwork? Let’s Fix It!

  • Free Revisions – We’ll fine-tune your artwork to make sure it’s just right.

  • Still not satisfied? You’ll be eligible for store credit minus 20% of your order value, which you can use toward a future design.

Please note: Fully custom designs are non-refundable, but we’ll work with you to adjust them as much as possible.

After Artwork Approval

Once you’ve approved your artwork (or if it is auto-approved after the response deadline), it moves into production. At this stage, no changes or cancellations can be made, and the order becomes non-refundable.

Damaged or Faulty Products – We’ve Got You Covered!

If your order arrives damaged or defective:

  1. Contact us within 30 days of receipt at hello@paintandtail.com

  2. Provide clear photos of the damaged or faulty item.

  3. We’ll send you a replacement free of charge as quickly as possible.

At Paint and Tail, your satisfaction matters most. If something isn’t right, we’ll do our best to make it right.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@paintandtail.com.