Terms of service
Last updated: September 2026
Welcome to Pet Portrait Co. These Terms of Service apply to your use of our website and the purchase of products from Pet Portrait Co. By accessing our website or placing an order, you agree to these terms.
1. About Our Products
Pet Portrait Co creates personalised pet artwork using photographs supplied by our customers. As our products are custom-made, the finished artwork may vary slightly from the original photograph due to the artistic style selected.
Product colours may also appear slightly different when printed compared with how they appear on a computer, phone or tablet screen.
2. Customer Photos
You are responsible for providing clear, suitable photographs for your portrait.
By uploading or sending us a photograph, you confirm that you own the photograph or have permission to use it for the purpose of creating your artwork.
You grant Pet Portrait Co permission to use the supplied photograph solely as reasonably necessary to create and fulfil your order.
3. Artwork Proof & Approval
Once your order has been placed, we will create your artwork and send a digital proof to the email address provided with your order.
It is your responsibility to review the proof carefully, including your pet's appearance, spelling of names, colours and any other personalised details.
We will not send your artwork to print until it has been approved.
Once you approve the artwork and it enters production, further changes may not be possible.
4. Happiness Guarantee & Refunds
We want you to be completely happy with your artwork.
If you're not 100% satisfied with the artwork proof, you may request changes before approving it. If you're still unhappy, you may request a full refund before the artwork has been approved and entered production.
Due to the personalised nature of our products, we do not provide refunds for change of mind after artwork has been approved and entered production.
Gift vouchers are non-refundable except where required by law.
Nothing in these terms excludes or limits your rights under the Australian Consumer Law.
5. Prices & Payment
All prices displayed on our website are in Australian dollars (AUD) and include GST where applicable.
Payment must be made in full when placing an order. Available payment methods will be displayed during checkout.
We reserve the right to change our prices, promotions and shipping charges at any time. Changes will not affect orders that have already been placed and paid for.
6. Shipping & Delivery
Shipping costs and available delivery options are displayed during checkout.
Delivery estimates are provided as a guide and are not guaranteed. Delays may occasionally occur due to postal carriers, peak periods, weather events or circumstances outside our reasonable control.
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because an incorrect or incomplete address was supplied, additional postage charges may apply before the order is resent.
7. Damaged, Faulty or Incorrect Orders
If your portrait arrives damaged, faulty or materially different from the artwork you approved, please contact us as soon as reasonably possible and provide photographs showing the issue.
Depending on the circumstances and your rights under Australian Consumer Law, we may arrange a replacement, repair, refund or other appropriate remedy.
Our policies do not exclude any consumer guarantees or other rights available under Australian Consumer Law.
8. Production Times
Because every portrait is individually created, production times may vary.
Any turnaround times displayed on our website are estimates. Production may take longer during busy periods or where additional artwork revisions are requested.
9. Intellectual Property
The Pet Portrait Co website, branding, designs, graphics, written content and other materials created by us remain the intellectual property of Pet Portrait Co or their respective owners.
Purchasing a portrait gives you the right to use and display your finished portrait for personal purposes. It does not automatically transfer commercial reproduction or resale rights.
10. Use of Finished Artwork
We may wish to display completed artwork in our website gallery, advertising or social media.
Where required, we will seek appropriate permission before using customer-supplied photographs or personalised artwork for promotional purposes. You can also contact us if you do not want your artwork used for promotional purposes.
11. Gift Vouchers
Gift vouchers are subject to any conditions displayed when purchased and applicable Australian law, including requirements relating to expiry periods.
Gift vouchers cannot be redeemed for cash and are non-refundable except where required by law.
12. Website Availability
We aim to keep our website accurate and available, but we cannot guarantee uninterrupted access.
We may update, modify or temporarily suspend parts of the website for maintenance, security or other operational reasons.
13. Prohibited Use
You must not use our website or services for unlawful, fraudulent or abusive purposes, attempt to interfere with the operation or security of our website, or upload material that infringes another person's intellectual property, privacy or other legal rights.
We reserve the right to refuse or cancel an order where we reasonably believe the order or supplied material breaches these terms or applicable law. Where appropriate, a refund will be provided.
14. Privacy
Personal information provided when using our website or placing an order will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.
We only collect and use information reasonably necessary to process orders, provide our services, communicate with customers and operate our business.
15. Limitation of Liability
To the maximum extent permitted by law, Pet Portrait Co will not be liable for indirect or consequential loss arising from your use of our website or products.
Nothing in these Terms of Service excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under Australian law.
16. Changes to These Terms
We may update these Terms of Service from time to time. The latest version will be published on our website with the updated date.
Orders will generally be subject to the terms that applied when the order was placed.
17. Governing Law
These terms are governed by the laws of New South Wales, Australia, and applicable Commonwealth laws of Australia.
18. Contact Us
If you have questions about these Terms of Service, your order or your artwork, please contact:
Pet Portrait Co
Australia
Email: info@www.petportraitco.com.au
Website: www.petportraitco.com.au