Refund policy
## CUSTOM PORTRAIT RETURNS
Due to the customized nature of the products we produce at Tailmark, we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet.
If you are unhappy with your final product, please get in touch with us. Customer satisfaction is one of our passions, and we always endeavor to make sure you are happy with the final masterpiece.
If you received the wrong product, an 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. Errors or damage that are only discovered later are covered by our 30-day warranty below.
We offer unlimited edits to the photo and details you originally ordered. Unlimited revisions refer to small changes that can be made to the artwork, and they become available once your finished artwork is sent to you for review (see *Finished Artwork — Review & Approval* below). If you require a substantial change (e.g. a new photo, or a product/option change), then you have the option to either change the photo OR change the product option only once per order. If you wish to use a third photo for your pet's artwork, OR would want to change the product option for the third time, our customer support team can send you an invoice of **$15** that will cover the creation of the new artwork.
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 **$15** fee to cover some of the artwork costs for your order. Cancellation and order-acceptance terms are also set out in Section 3 of our Terms of Service.
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. However, we can't guarantee that special requests will be adhered to — for example, we cannot edit a photo to close or open a mouth, add a smile, etc. We can, however, remove red eye, edit eye color, and handle other reasonable requests.
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.
---
## FINISHED ARTWORK — REVIEW & APPROVAL
Every Tailmark portrait is painted by hand from start to finish before you see it; we do not send sketches or work-in-progress drafts. Once your artwork is complete, we send you a photograph of the finished piece for your review.
This is the stage at which revisions are made. Small changes — adjustments to details, color or finishing touches — are free and unlimited. If you need a substantial change (a different photo, or a different product option), the limits described above apply.
Once you confirm the finished artwork, it is final and the order can no longer be cancelled or refunded, as the work has already been created and is entirely personal to you. If we do not hear back from you within **3 days** of sending the photograph, we will proceed with dispatch so that we can meet your estimated delivery window.
---
## REFUNDS
If a refund is approved, we will notify you by email and issue it to your original payment method within **5–10 business days** of approval. Please allow additional time for your bank or card issuer to post the funds; refunds can take longer to appear on your statement than the date we issue them.
Refunds are issued in the same currency as the original purchase. Where the item was faulty, damaged, or incorrect, we also refund any shipping charges you paid. In all other approved cases, original shipping charges are not refundable.
---
## PRODUCT SPECIFIC CARE INSTRUCTIONS
**Hand-Painted Canvas & Oil Portrait Care:** Keep your artwork away from direct sunlight and humidity to prevent fading or warping. Dust gently with a soft, dry cloth. Do not use water, alcohol, or household cleaners on the painted surface. For stretched canvases, avoid pressing on the front of the artwork. If framing, we recommend a frame with a mat or spacer so the painted surface does not come into direct contact with glass.
**Avoid Alcohol-Based Products:** Do not use alcohol-based cleaners on your artwork, as they may cause damage to the paint or varnish, discoloration, or other undesired effects.
---
## WARRANTY
At Tailmark, we are committed to the quality and durability of our products. However, please be advised that we accept claims for defective or damaged items only within **30 days** from the date of receipt, in line with our Returns Policy.
We take great pride in the quality of our items, and we expect them to last longer when properly cared for. Should you experience any issues within the 30-day window, please reach out to us. As a one-time courtesy, we can offer either a refund or reshipment for eligible claims.
---
## DAMAGES, DEFECTS & LOST PARCELS
If your item arrives damaged, defective, or materially different from the finished artwork you approved, please contact us within **48 hours** of delivery at **tailmarkart@gmail.com** with:
1. Your order number
2. Clear photographs of the item and its packaging
3. A brief description of the issue
**Resolution:** In most cases you will not be asked to ship the item back to us, as returning custom goods internationally is neither practical nor cost-effective. If we do request a return, we will provide a prepaid shipping label. If the carrier confirms your parcel was lost in transit, we will remake and reship it at no cost, or issue a full refund.
Delivery times, shipping methods and customs information are set out in our Shipping Policy.
---
## EUROPEAN UNION & UNITED KINGDOM CUSTOMERS
Under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations, consumers generally have 14 days to withdraw from an online purchase. However, this right **does not apply to goods made to the consumer's specification or clearly personalized** (EU Directive 2011/83/EU, Art. 16(c); UK Consumer Contracts Regulations 2013, Reg. 28(1)(b)).
Because every Tailmark item is personalized, **the 14-day withdrawal right does not apply to our products**.
This does not affect your statutory rights in respect of faulty, damaged, or misdescribed goods, which are fully honoured under the sections above.
---
## CHARGEBACKS & DISPUTES
If you are unhappy with your order, please contact us first at **tailmarkart@gmail.com** before initiating a chargeback with your bank or card issuer. We resolve the overwhelming majority of issues within **3 business days** of being contacted.
---
## CONTACT
Questions about this policy? Reach us at:
- **Email:** tailmarkart@gmail.com
*This policy may be updated from time to time. The version published on this page is the version in force.*