Refund policy

Refund Policy

At Love from Lucy Pet Portraits & Illustrations, every piece is created with care and attention. Because many of our items are custom-made, our refund policy differs depending on the type of product.

Digital Pet Portraits & Digital Artwork

  • Due to the personalised and digital nature of these products, refunds are not available once your final artwork has been delivered.

  • If there is a problem with your file (e.g., it’s corrupted or you cannot access it), please contact me and I’ll make sure you receive a working version.

Custom & Personalised Physical Items (e.g., portraits, prints)

  • As these items are made especially for you, refunds or returns are not available unless the item arrives damaged, defective, or with an error caused by me.

  • If your order arrives damaged, please get in touch within 7 days of delivery with photos, and I will arrange a replacement or refund.

  • Approval Process: For digital portraits, I will always send a proof for you to approve before final delivery/printing. Small revisions can be made at this stage to ensure you’re happy with the result.

  • Revisions: One round of small edits (such as colour tweaks or slight detail changes) is included free of charge. Additional edits may incur a small fee.

Non-Custom Items (e.g., future mugs, cards, accessories)

  • For non-personalised products, you have 14 days from receiving your order to request a return, in line with UK consumer rights.

  • Items must be returned in their original condition. Refunds will be processed once the item is received back.

  • Customers are responsible for return shipping costs (unless the item was faulty or incorrect).

Cancellations

  • Orders for digital or custom artwork can only be cancelled within 24 hours of purchase. After that, work may have already begun.