Refund policy

Personalized products

All MyPetly portraits are created from the photograph provided by the customer and are considered personalized products.

For this reason, we do not accept returns or cancellations once production has started, except in the cases described below (damaged product, defect, or order error).

In accordance with applicable European Union legislation (Directive 2011/83/EU and Decree-Law no. 24/2014), the 14-day right of withdrawal does not apply to personalized goods or items made to the consumer’s specifications.

Damages, defects or order errors

We kindly ask you to check your order upon delivery.

If the product is:
. damaged during shipping
. defective
. different from what was ordered

You must contact us within a maximum of 48 hours after delivery via email:

📩 ola@getmypetly.com

Whenever possible, please include:
. order number
. photos of the product
. description of the issue

After reviewing the situation, we may:
. send a replacement at no additional cost, or
. issue a full or partial refund, depending on the case.

Order cancellations

Due to the personalized nature of the product, orders can only be canceled before production begins.

If you wish to cancel your order, please contact us as soon as possible via:

📩 ola@getmypetly.com

If production has already started, cancellation will no longer be possible.

Exchanges

As each piece is created specifically for each customer, we do not offer exchanges for personalized products.

If there is any issue with your order, please contact us so we can find the best solution.

Refunds

When applicable (for example, in cases of defects, damage, or order errors), refunds will be issued using the same payment method used for the purchase.

Once approved, refunds will be processed within up to 10 business days.

Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.

If more than 15 business days have passed since the refund was approved, please contact us via:

📩 ola@getmypetly.com

Contact

If you have any questions about your order or this policy, please contact us at:

📩 ola@getmypetly.com