Returns & Refunds Policy

At Mellow & Paw, we pour our hearts into creating a 100% hand-drawn masterpiece of your furry best friend. Because every portrait is completely custom and uniquely personal to your pet, we cannot offer standard returns or refunds once the artwork is created.

However, your happiness is our ultimate priority! We always endeavor to make sure you are absolutely thrilled with your final masterpiece. Please review our policies below to see how we handle revisions, damages, and cancellations.

Damaged or Incorrect Orders

If you received the wrong product, an incorrect size, or if your artwork was damaged in transit, we will absolutely make it right! Please contact us within 3 days (72 hours) of receiving your order with a photo of the issue. We will gladly send you a replacement completely free of charge. Please note that we do not offer refunds for these cases, but we will always replace the item without question.

Unlimited Revisions & Theme Changes

We won't print until you say "WOW." We proudly offer unlimited revisions for minor adjustments, such as changing eye color, removing a collar, or tweaking the background color.

However, if you require a substantial change—such as choosing a completely new portrait theme (e.g., changing from The Starry Night to The Pearl Earring) or swapping to a different pet entirely—this requires our artists to start a brand-new drawing from scratch. For these major changes, we charge a small $10 artist fee to fairly compensate our talented team for their extra time and hard work.

Order Cancellations

Changed your mind? No problem! You can cancel your order for a full refund within 24 hours of placing it.

Because our artists often begin meticulously drawing your pet right away, any cancellation requests made after 24 hours will be subject to a $10 artist fee, which will be deducted from your refund. Similarly, if you purchased our Priority Preview service and wish to cancel after the artist has already completed the artwork, the $10 fee will still apply to cover their labor.

Photo Quality & Guidelines

Great art starts with a great photo! When creating your artwork, we rely on the photo you upload. We happily accept the vast majority of photos, but if your image is too blurry to capture your pet's unique details, our team will email you within 24 hours to request a better one.

If we do not hear back from you within 48 hours of our email, our artists will proceed and do their absolute best to create the portrait based on their own professional interpretation of the original photo.

While we can easily accommodate minor special requests (like adding or removing accessories), large-scale structural changes (like forcing a closed mouth to open, or changing the pet's natural pose) are not possible. We cannot offer refunds if you are unsatisfied with the artwork due to a low-quality original photo submission.