Custom Pet Portrait Terms and Conditions

Thank you for shopping with us. As all our products are custom-made based on your uploaded pet photos, our return and refund policy is slightly different from standard retail items.

1. Custom-Made Products (Non-Returnable)

All personalized items (including pet portraits, canvases, and digital artwork) are made specifically for you.
Therefore, we do not accept returns or exchanges unless the item is defective, damaged, or incorrect.

2. Order Changes & Cancellations

You may request changes or cancellations within 24 hours of placing your order.
After this period, your order may already be in production and cannot be modified or canceled.
If your artwork has already been created and you request to cancel, a US$10 fee will be deducted to partially cover the design costs.
Once your artwork design has been created, changing the background color is not included. This will require an additional fee or you need to place a new order.
If you wish to replace the pet photo, this should be done before the design has been created, otherwise you need to place a new order.
If the email address you provided is incorrect or bounces back, preventing us from contacting you, we reserve the right to cancel your order.

To request changes, please contact us at: Service@softosyhome.com

3. Proof & Revision (If Applicable)

For selected products, we may provide a preview before production.

You are entitled to THREE (3) free revisions refer to small changes that can be done to the artwork.
Once your artwork design has been created, changing the background color is not included. This will require an additional fee or you need to place a new order.
If you wish to replace the pet photo, this should be done before the design has been created, otherwise you need to place a new order.
We can only work based on the photo you provide. Requests to add items not shown in the original image (such as clothing, accessories, or props) cannot be fulfilled.
Additional revisions may incur extra charges
If no response is received within 48 hours, we will proceed with production as-is

4. Processing time

The processing time for custom-made products will be longer than usual products. We will take 2-3 days to design your Custom Pet Portrait if there is no revisions. If there are revisions, the processing time will be longer.

5. Damaged, Defective, or Incorrect Items

If you receive a product that is:

Damaged during shipping - e.g. visible tears, dents, or scratches; broken or bent
Printed incorrectly - e.g. wrong pet photo or wrong name; misaligned, cropped incorrectly, or printed upside down
Significantly different from the approved preview - e.g. The final artwork shows major color differences or missing key details compared to the approved design; Important elements (such as your pet’s features or name) are clearly different from what was confirmed

Please contact us within 7 days of delivery with: