Política de reembolso

Refund & Return Policy

At POOJI STUDIO, we take immense pride in creating unique, hand-crafted artwork for your beloved pets. Because our products are highly personalised and made specifically to your requirements, our policy differs from standard "off-the-shelf" retailers. Please read the following guidelines carefully.

1. Custom Nature & Change of Mind As our portraits are bespoke artworks created based on your specific pet's photo, we do not offer refunds or exchanges for a "change of mind" once the design process has commenced or the order has been produced. This includes dissatisfaction with the chosen photo or the artistic style after the work has begun.

2. Damaged or Faulty Items You are entitled to a replacement or refund for a major failure. If your item arrives damaged or has a major fault (e.g., wrong size, broken frame, or significant printing errors), please contact us at hana@poojistudio.com within 7 days of delivery. To help us resolve this quickly, please include:

  • Your order number

  • Clear photos of the damaged product and the packaging

3. Artwork Approval (The Proofing Process) We want you to be 100% happy with the result! Before printing, we provide an artwork proof for your review.

  • During this stage, you may request unlimited revisions.

  • Once you have formally approved the proof, the design is considered final. No further changes, cancellations, or refunds can be issued after this approval.

4. Cancellations If you need to cancel your order, please contact us at hana@poojistudio.com within 2 hours of placement. If our artists have already started working on your pet’s portrait after this window, a cancellation fee may apply to cover the labour costs.

5. Refund Process If your refund is approved, it will be processed automatically back to your original payment method within 10 business days. Please keep in mind that your bank or credit card company may require additional time to clear the transaction. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hana@poojistudio.com.

6. Return Shipping Fees

  • If the return is caused by the consumer (e.g., non-quality issues), the consumer is responsible for the return shipping fee. The specific fee will depend on the express company you choose.

  • If the return is due to our error (e.g., goods received are damaged or incorrect), the consumer is not required to bear the shipping fee.