We want you to be happy with every order. This article explains what's covered, what isn't, and how to request a refund or replacement if something goes wrong.
Our commitment
We stand behind the quality of every order. Most results are easy to perfect yourself — your built-in editor lets you regenerate any card using the free edits included with your order, and you can purchase more edits anytime.
If an unresolvable technical issue prevents you from receiving or editing your order, we'll regenerate it or give you a full refund. This includes problems like processing errors, corrupted files, and system failures.
Good to know: Our guarantee covers technical failures our team can't resolve. It does not cover subjective preferences about artistic style or appearance — those are best handled with the editor and free edits included in your order.
Digital download refunds
Digital download refund requests must be made within 48 hours of purchase.
Eligible for a refund
Technical processing failures
Corrupted or incomplete files
System errors that prevent download
The wrong style applied due to a system error
Duplicate charges or billing errors
Not eligible for a refund
Dissatisfaction with the artistic style
Personal preference differences
Expecting different results
Changing your mind after purchase
Poor-quality source images
Printed order refunds
If your printed order arrives damaged, defective, or with a print quality issue, we'll replace it free of charge or give you a full refund.
Damage or quality issues must be reported within 7 days of delivery, along with photos of the issue.
Covered
Damaged during shipping
Print quality defects
Wrong size or frame color
Missing or broken frame parts
Incorrect image printed
Not covered
Change of mind after shipping
An incorrect shipping address you provided
Damage that happens after delivery
Dissatisfaction with the image you chose
Normal wear and tear
EU right of withdrawal (personalized products)
If you're shopping from the European Union, you normally have a 14-day "right of withdrawal" (cooling-off period) that lets you cancel an online purchase for any reason. This right does not apply to Tails AI orders, because every deck and poster is uniquely created from the photos and details you provide — making it a custom-made, clearly personalized product.
EU consumer law specifically excludes goods that are made to your specifications or clearly personalized from the right of withdrawal. Your order is created for you and your pet alone and can't be resold to anyone else, so it falls squarely within this exception.
For digital downloads, the right of withdrawal also ends once you agree to our Terms of Service stating immediate delivery and creation process begins — something you confirm at checkout before your cards are created.
This doesn't limit your other rights. Our Technical-Issue Guarantee and printed poster quality guarantee (described above) still apply in full, and so do your statutory rights if an item arrives faulty, damaged, or not as described. The withdrawal exception only removes the no-reason cooling-off return — it never affects your protection against defective products.
Legal basis
European Union — Consumer Rights Directive 2011/83/EU, Article 16(c): "the supply of goods made to the consumer's specifications or clearly personalised." (Article 16(m) similarly covers digital content once supply has begun with the consumer's consent.) → eur-lex.europa.eu
France — Code de la consommation, Article L221-28, 3°: "biens confectionnés selon les spécifications du consommateur ou nettement personnalisés." → legifrance.gouv.fr
Germany — Bürgerliches Gesetzbuch (BGB), § 312g Abs. 2 Nr. 1: goods "die eindeutig auf die persönlichen Bedürfnisse des Verbrauchers zugeschnitten sind." → gesetze-im-internet.de
How to request a refund
Contact support. Email [email protected] with your order number and the reason for your refund.
Share the details. Include anything that helps us understand the issue, such as screenshots or photos of a damaged item.
We review. We'll review your request within one business day.
We resolve. Approved refunds are processed within 3–5 business days to your original payment method.
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Response time | 3–5 business days |
Processing time | 3–5 business days |
Refund method | Original payment method |
Special circumstances
Bulk orders. For bulk orders (10+ portraits), refund terms may vary. Contact our support team for the specific terms that apply to your order.
Gift orders. Gift orders follow the same refund policy. The person who placed the order is the one who needs to request any refund.
Chargebacks. Before starting a chargeback with your bank, please reach out to us first — we can often resolve things faster directly.
International customers
Currency: Refunds are processed in the original currency of purchase.
Exchange rates: Currency fluctuations may affect the final refund amount.
Shipping costs: Original shipping costs aren't refundable unless the item arrived damaged.
Return shipping: We don't accept returns.