Refund Policy

1. Physical Print Orders

All physical products (framed canvas prints) are custom-made to order and fulfilled by our partner Printful Inc. Because each item is produced on demand, we cannot accept returns for buyer's remorse or ordering the wrong size.

Eligible for Refund or Replacement:

• Item arrives damaged, broken, or with a manufacturing defect
• Item is significantly different from what was ordered (wrong size, wrong product)
• Item is lost in transit and not delivered within 30 days of order date

Not Eligible for Refund:

• Dissatisfaction with the AI-generated artwork style or result
• Incorrect shipping address provided by the customer
• Order refused by customs (international orders)
• Minor color variation due to monitor calibration differences

2. AI-Generated Artwork

Each account receives 1 free AI generation. The AI produces a canvas print–quality portrait based on your uploaded photo. Because AI output is generated on demand and immediately accessible, we do not offer refunds or regenerations based on dissatisfaction with the style or result.

Regeneration as part of a damaged return: If your physical print arrives damaged or defective, and as part of the replacement process a new AI generation is required (e.g. the original file was corrupted), we will regenerate the portrait at no charge. This regeneration is strictly part of the damaged-goods replacement process — it is not available as a standalone request for style preference.

We encourage you to preview your AI portrait carefully before placing a print order. The preview shown before checkout is the exact image that will be printed.

3. HD Digital Downloads

Digital downloads (HD image files) are non-refundable once the download link has been delivered to you, as the digital file cannot be "returned." If you experience a technical issue accessing or downloading your file, contact us and we will resolve it promptly.

4. Post-Purchase Upsells & Add-ons

The same policies apply to any upsell or add-on products (surprise portrait, extra copies, etc.). Physical add-ons follow the damaged/defective policy. Digital add-ons are non-refundable once delivered.

5. Refund Processing

Approved refunds are issued to your original payment method within 5–10 business days. Replacements are re-fulfilled at no cost and ship with standard production time (3–5 business days). We will provide a new tracking number once your replacement ships.

6. Cancellations

You may cancel an order within 1 hour of placing it, before production begins. To cancel, email hello@maitrepets.com immediately with your order number. Once production has started with Printful, cancellation is no longer possible.

7. International Orders

For orders outside the United States, import duties and taxes are the responsibility of the customer. We are not responsible for delays caused by customs. If an international shipment is lost, please contact us after 45 days from the order date.

8. Contact Us

For all refund and return inquiries: hello@maitrepets.com

Please include your order number and relevant photos in your email to speed up the process.