Return & Refund Policy

Return & Refund Policy

Thank you for choosing Palette Tales! Please read our return and refund policy carefully:

Order Cancellation:

  • Orders can be canceled for a full refund within 24 hours of purchase at no charge.
  • If a preview has been provided and you wish to cancel your order, a 3% transaction fee will be deducted from the refund amount to cover payment processing charges.

Custom Products:

  • Once the order has been shipped, we cannot accept returns or exchanges as all products are custom-made specifically for you.

Product Issues:
If you encounter any issues with your product, please contact us at info@palettetales.com within 14 days of delivery and provide photos of the product and packaging. We will issue a refund or replacement under the following conditions:

  • Severe Printing Errors: If the final product significantly deviates from the approved preview (e.g., wrong colors, missing elements, or noticeable errors in the artwork).
  • Incorrect Customization: If the customization details (e.g., pet name, style, or background) are not accurately reflected in the final product despite being clearly provided during the order.
  • Major Quality Issues or Damage: If the product has visible defects, arrives damaged, or is unusable due to poor material quality or improper assembly.

We are committed to your satisfaction and appreciate your understanding of our custom production process. If you have any questions, feel free to contact us!

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

Please be aware that when we create your artwork, we use the photo you uploaded with your order. Please make sure you have read the Custom Pet Portrait Guidelines. 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 other 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.

Palette Tales Team