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Last updated: [01/20/2026]
At **RetPrints**, we want you to be happy with your order. This Returns & Refund Policy explains when you may be eligible for a **return, refund, replacement, or cancellation**.
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1) Made-to-Order & Personalized Products (Custom Items)
Many RetPrints items are **made to order** and/or **personalized** (including custom pet portraits and any products customized with names, photos, or other personal details).
Because these items are custom-made, **we do not accept returns or offer refunds for personalized products** unless:
* You received the **wrong item**, or
* The item is **damaged/defective**, or
* The item **does not match your order** (wrong size/product).
**If there’s an eligible issue:**
Contact us within **48 hours of delivery** and we will arrange a **free replacement** or an appropriate **refund** at no additional cost.
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2) Non-Personalized Products (Standard Items)
For non-personalized items, we accept returns within **30 days of delivery** if:
* The item is **unused** and in **original condition**
* The item is returned in its **original packaging** (where applicable)
**Return shipping costs** are the customer’s responsibility unless the return is due to our error or a defect.
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3) Items Not Eligible for Return or Refund
The following are **non-returnable and non-refundable**:
* Personalized/custom products (unless damaged/incorrect as described above)
* Gift cards
* Sale/clearance items (unless damaged/incorrect)
* Free promotional items
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4) Order Cancellations
You may request to cancel an order within **24 hours** of purchase.
After 24 hours, cancellation may be declined if production has already started.
For custom/personalized items, once artwork production has begun or a proof is prepared, the order may not be cancellable unless it qualifies under Section 1 (wrong/damaged/defective).
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5) Artwork Proofs, Revisions & Photo Guidelines (Custom Orders)
Custom portraits are created using the photo(s) uploaded at checkout. It is the customer’s responsibility to submit clear, high-quality images.
Please note:
* Low-quality or blurry photos may reduce final artwork/print quality
* We can’t guarantee edits outside the scope of the original order
* Example images shown on our site are created from high-resolution photos
**Proof Approval:** We provide an artwork preview for approval. If we do not hear back within **72 hours**, we may **auto-approve** to avoid delays in production.
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6) Replacements for Damaged/Incorrect Items
If your order arrives **damaged**, **defective**, or **incorrect**, we will replace it at no cost (or issue a refund if replacement isn’t possible).
To qualify, please contact us within **48 hours of delivery** and include photos of:
* The product
* The packaging (if damaged)
* The shipping label (if available)
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7) Refund Processing
If your refund is approved, it will be issued to the **original payment method** used at checkout.
Please allow **5–10 business days** for the refund to appear, depending on your bank or payment provider.
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8) Return Instructions & Return Address
To start a return, refund request, or report an issue, please contact us first at retprintssuport@gmail.com . We’ll confirm eligibility and provide return instructions.