Refund policy

For any purchase issue, email support@petpicto.com. You can request help without signing in, including for guest orders. Mandatory consumer rights continue to apply.

How to request a refund

Use the email entered at checkout where possible. Include your order number, product, purchase date and a brief explanation. If relevant, attach a screenshot of the error or photos of a damaged item and packaging. Never send a password, verification code or full card details.

Account customers can also open Payment history, choose Request a refund on the paid order, and follow replies in Support tickets. Opening or submitting a request does not automatically approve a refund or change an order.

Portrait downloads and wallpapers

Review the free watermarked previews before purchasing. If you were charged twice, cannot access a paid file, received the wrong purchased file or encounter a technical defect, contact us so we can investigate and provide the appropriate correction or refund. A change of preference after a matching digital file has been delivered is assessed individually; there is no blanket satisfaction or automatic refund guarantee. This does not restrict any rights you have under applicable law.

For a missing delivery email, check spam and the address entered at checkout. Save any accessible files and contact support with the order reference; do not make a second purchase to resolve a delivery problem.

Made-to-order keepsakes

Request cancellation or an address correction as soon as possible. Whether a change-of-mind cancellation is possible depends on whether production or shipment has begun. Contact us before returning an item; support will provide any return instructions.

For damage, defects, an incorrect item or non-delivery, send the order details and relevant photos so we can review replacement, correction or refund options. If we cannot meet an applicable shipment commitment, we will provide the required delay and cancellation options. Custom production does not remove your statutory rights for faulty or undelivered goods.

Existing credits and subscriptions

For an existing credit purchase, identify the paid order and any affected task. Restoring generation credits is different from returning a payment. If you have a subscription, stop future renewal through Billing & subscription. Cancellation does not automatically refund a previous charge, and a refund request does not cancel renewal.

Review, payment and access

We review the purchase, delivery or production status and the issue reported. We will explain the decision and any next steps by email or ticket. No fixed voluntary refund window or response-time guarantee is offered here; applicable legal deadlines and rights take priority.

Approved payment refunds are processed through the payment provider, normally to the original payment method. Posting time depends on the provider and your bank. A request acknowledgement is not a refund confirmation. Refunding a portrait purchase revokes further downloads for that purchase; a pending payment refund may suspend them temporarily. Already-downloaded copies remain on your device.

For other questions, see Support or email support@petpicto.com.