Refund Policy

Custom Handmade Work

PetOn commissions are custom handmade pieces created from customer photos and notes. Because artist time and materials are reserved for each order, refund availability depends on the production stage.

Before Artist Review Starts

If the order has not entered artist review or production, contact support as quickly as possible. A cancellation may be available after payment processor fees or other non-recoverable costs are considered.

After Artist Review Or Production Starts

Deposits become non-refundable once artist review, scheduling, material preparation, or production work begins. If a customer paid in full, any refund decision will account for completed work, reserved capacity, materials, payment fees, and whether production has started.

Photo Issues

If the studio requests more reference photos and the customer does not respond, the order may pause. Refund eligibility for stalled orders depends on whether artist review, scheduling, or production work has already begun.

Preview Feedback

Preview feedback is handled through the revision rules on the product and limitations pages. A request for changes does not automatically create a refund right when the piece follows the approved product, pet count, photo direction, and handmade limitations.

Damaged Or Incorrect Orders

If an order arrives damaged or the delivered item is materially different from the confirmed commission, contact support within seven days of delivery with photos and the order number. PetOn may offer repair, replacement, partial refund, or another resolution depending on the issue.

Balance Payments

If a balance payment is due, shipping does not begin until the balance is paid. Failure to pay the balance may pause shipment and support follow-up.

How To Request Help

Use the support page or your account to contact PetOn. Include the order number, customer email, and clear photos when the request involves a finished piece or shipping issue.