Refund policy

Your satisfaction is my top priority. Because my work spans original paintings, limited edition prints, and custom commissions, I handle returns and refunds as follows.

CUSTOM PET PORTRAITS: COMMISSION TERMS

Every portrait is a bespoke, hand-painted original artwork created specifically for you. Returns are not accepted on custom work. To protect the studio’s time and materials, the following terms apply:

  1. Photo Evaluation: I personally review every reference photo you send to ensure we get the best result. If you are honoring a pet who has passed and only have a few photos available, I will use my creative expertise to thoughtfully interpret their likeness using the best material we have.
  2. Revisions: One round of minor revisions is included at the sketch stage. This is your primary opportunity to redirect the work before painting begins. This policy does not cover dissatisfaction with creative style or decisions that were clearly visible and approved at the sketch stage.
  3. Work-in-Progress (WIP) Privacy: Please note that you are not permitted to share sketches or "work-in-progress" (WIP) images on social media or any public platform. A breach of this rule results in the immediate termination of the project and the forfeiture of all fees paid.
  4. Final Review: Once your portrait is complete, I will send you detailed photographs for review. You have 5 business days to approve or reject the finished work in writing.
  5. Approval & Shipping: If you approve the work, it will ship within 5 business days max (generally in 1-2 business days). Once the portrait has been approved and shipped, the sale is final and no refunds will be processed. Standard shipping within the US is complimentary; express shipping options are available and calculated at checkout.
  6. Rejection & Partial Refunds: If you are not satisfied with the finished work and notify me in writing within the 5-day review window, I will issue a refund of 50% of your total payment. The remaining 50% is retained as a non-refundable fee to cover my time and material used. I retain the physical artwork and all rights to display, reproduce, or resell it.
  7. Finished Portrait No Response: If you do not respond within 5 business days of receiving final photos, the portrait is considered approved and will ship under the "Final Sale" terms. In this case, you are no longer be entitled to a refund.
  8. Damaged or Lost Portrait: In the rare event that your portrait arrives damaged, please send me photos and videos of both the packaging and the piece within 3 days of delivery. This allows me to quickly file an insurance claim with the carrier. The same process applies if the carrier officially declares the package as lost. Your refund will be issued as soon as the carrier’s claim process is finalized.

ORIGINAL WALL ART (natureAWE COLLECTION): 7-DAY INSPECTION WINDOW

  • Return Period: Starts within 7 business days of delivery.
  • Condition: Artwork must be returned undamaged and in original packaging.
  • Refund: Purchase price refunded, excluding any express shipping fees paid at checkout.
  • Return Shipping: You are responsible for fully insured, tracked return shipping (USPS or UPS).

LIMITED EDITION GICLÉE PRINTS (natureAWE COLLECTION): FINAL SALE

Giclée prints are custom-produced specifically for your order. They are Final Sale and cannot be returned or exchanged.

ALL ITEMS: DAMAGE/LOSS

If your pet portrait, art original and/or fine prints arrive damaged, notify me within 5 business days of delivery with photos and videos of the packaging and damage for a replacement or refund, subject to the unique nature of the item.

CANCELLATIONS

  • Giclée prints and original wall art: Orders may be canceled before processing begins (Monday–Friday, 12 PM ET cutoff). 
  • Custom pet portraits:  You may cancel at any time before the portrait is finalized. However, once the sketching phase has begun, 50% of your full payment is non-refundable. This fee compensates for the professional labor and the reservation of dedicated studio capacity that was held exclusively for your project.

GENERAL

  • Sale items and gift cards are not eligible for returns or refunds. 
  • I will initiate approved refunds within 5 business days; however, you acknowledge that Shopify (the e-commerce platform operating this store) and issuing banks may require additional processing time to post the funds to the original payment method

For shipping timelines, free domestic shipping details, and holiday schedules, see the  Shipping Policy.

For pet portraits, see the full Custom Pet Portrait Agreement for further information.

If you have any questions, contact the studio directly.