Refund policy
REFUND, CANCELLATION & RETURNS POLICY
Last updated: September 24, 2026
At Nose & Frame, each personalised pet portrait is created specifically for the customer using the photograph and information supplied when ordering.
This policy explains cancellations, artwork approval, refunds, replacements and your statutory consumer rights.
PERSONALISED PRODUCTS
Our personalised pet portraits are made to your specifications using the photograph, pet name and other information you provide.
Because these products are personalised and made to order, the standard change-of-mind cancellation or withdrawal right that normally applies to many online purchases does not apply to personalised goods where the applicable legal exemption applies.
This does not affect your statutory rights if a product is faulty, damaged, not as described or otherwise does not conform to your contract.
ARTWORK PREVIEW AND APPROVAL
Before your canvas is sent for printing, we will provide an artwork preview for your approval.
Your purchase includes up to two reasonable revision requests to the personalised artwork.
Nothing will be sent for printing until the artwork has been approved.
Please check the artwork carefully before approving it, including the portrait, pet name, spelling and any other personalised details.
Once you approve the artwork, you authorise us to proceed with production using that approved design.
CANCELLING BEFORE ARTWORK APPROVAL
If you wish to cancel your order, contact us as soon as possible.
Where work on your personalised product has not yet begun, we may be able to cancel the order and issue a refund.
Where personalised artwork work has already begun, cancellation or a change-of-mind refund may not be available because the product is being created specifically to your requirements.
We will not limit any cancellation or refund right that you are entitled to under applicable consumer law.
CHANGES AFTER ARTWORK APPROVAL
Once you approve your artwork and it enters production, we normally cannot accept cancellation or change-of-mind requests because the canvas is being produced specifically for you.
If you notice an issue after approval, contact us as quickly as possible. We will check whether production can still be stopped or corrected, but this cannot be guaranteed.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
If your canvas arrives damaged, faulty, materially different from the artwork you approved, or otherwise does not conform to your contract, please contact us as soon as possible.
Please provide:
• Your order number.
• A description of the problem.
• Clear photographs showing the issue where appropriate.
• Photographs of damaged packaging where relevant.
We will assess the issue and provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or refund.
DELIVERY DAMAGE
If your order has been damaged during delivery, please keep the product and packaging while we investigate the issue.
We may ask you for photographs of the canvas, packaging and shipping label so that we can arrange an appropriate remedy and raise the issue with the delivery or fulfilment provider.
CUSTOMER-SUPPLIED PHOTOGRAPHS
The quality of the finished portrait depends partly on the photograph supplied.
Customers should provide a clear, well-lit photograph in which the pet's face, eyes and important features are visible.
We will provide an artwork preview before printing so that you can review the personalised design.
Approval of the artwork confirms that you are satisfied with the appearance and personalised details shown in the approved preview.
Approval does not remove your statutory rights if the physical product subsequently supplied is faulty, damaged, not as described or otherwise does not conform to your contract.
SPELLING AND PERSONALISED DETAILS
Please check all names, wording and personalised information carefully during the artwork approval process.
If we make an error that was not present in the information or artwork you approved, contact us and we will provide an appropriate remedy.
If the finished product accurately reflects personalised information that you supplied and approved, we may not be able to offer a refund or replacement solely because you later wish to change that information.
RETURNS
Because personalised canvases are made specifically for individual customers, they should not be returned without first contacting us.
If a return is required as part of a remedy under applicable consumer law, we will provide appropriate instructions.
Please do not send a product to our printing or fulfilment partners unless we specifically instruct you to do so.
REFUNDS
Where a refund is due, it will normally be issued to the original payment method.
The time required for a refunded payment to appear in your account can depend on your bank, card provider or payment service.
Nothing in this policy limits any refund, repair, replacement, price-reduction, cancellation or other remedy to which you are legally entitled.
CONTACT US
If you have a problem with an order or wish to request a cancellation, refund, replacement or other remedy, please contact Nose & Frame using the contact details displayed on our store and include your order number where possible.
STATUTORY RIGHTS
Nothing in this Refund, Cancellation & Returns Policy excludes or restricts rights that cannot lawfully be excluded or restricted under applicable Irish or European Union consumer-protection law.