Refund Policy

Our No-Amendment Policy

Before completing your purchase, you are shown your portrait and asked to confirm — by ticking a mandatory checkbox — that you are happy with it and understand it is final. This is your opportunity to review the portrait carefully.

Once an order is placed, the portrait cannot be changed, swapped, or regenerated. There are no artists on staff to make modifications. The AI-generated portrait you approved is the portrait you will receive.

When We Do Offer a Refund

We will issue a full refund in the following circumstances:

• Printing or production defect — if your physical product arrives with a print quality defect, damage in transit, or a manufacturing error, we will replace it at no cost or issue a full refund. Please email us a photo of the defect within 14 days of receiving your order.
• Wrong item received — if you receive a product that does not match your order (wrong size, wrong product type), we will replace it or refund you in full.
• Non-delivery — if your order has not arrived within a reasonable time and tracking confirms it is lost, we will resend or refund.
• Digital download failure — if you did not receive your digital download email and we are unable to resend it successfully.

When We Do Not Offer a Refund

• You are unhappy with the AI-generated portrait result after approving it at checkout
• The portrait does not look exactly as expected due to the quality or angle of the pet photo you uploaded
• You ordered the wrong size — size is confirmed clearly during checkout and again in your order confirmation email
• You changed your mind after placing the order
• The product has been used, damaged by you, or is outside the 14-day reporting window

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

How to Request a Refund

Email us at hello@furfacestudio.com with:

• Your order number
• A description of the issue
• A photo if the issue is a physical defect or damage

We aim to respond within 1–2 business days. Approved refunds are processed back to your original payment method within 5–10 business days.