Refund & Return Policy

Refund & Return Policy

At PetPortraitMugs, every mug is custom-made especially for you and your pet.
Because all orders are personalized, we are unable to accept returns or offer refunds once the design has been printed.

However, your satisfaction means everything to us.
If your item arrives damaged, defective, or with a printing error, we will remake and resend your order at no additional cost.

We offer free replacements in the following cases:

  • The product arrives broken or damaged

  • Incorrect item received

  • Printing mistake or poor print quality

  • Lost shipment (after carrier confirmation)

We cannot offer refunds or returns for:

  • Customer mistakes (wrong photo, wrong text, wrong color, etc.)

  • Change of mind after the order is produced

  • Delays caused by the carrier or customs

How to request a replacement

Please e-mail us within 7 days of delivery at:

📩 support@petportraitmugs.com

Include:

  • Order number

  • Description of the issue

  • Clear photo(s) of the damaged or incorrect product

Our team will review your request and make sure your issue is resolved quickly.

Thank you for supporting a small business that puts care into every custom order.