Returns, Refunds & Warranty Policy

A VOOVZ portrait, keepsake, print, mug, blanket, apparel item or digital artwork is created from your photos, names, dates, wording and other instructions. Once the final preview is approved and production begins, the item is unique to you and cannot be restocked or resold.

For that reason, we do not accept change-of-mind returns or exchanges for personalised items after approval. This is the central rule of this policy. It does not remove your rights if an item is damaged, defective, missing, not what you ordered or materially different from the final preview you approved.

• You may request a change or cancellation without a fee at any time before you approve the final preview.
• Changes may include the product, size, style, background, spelling, photo selection, shipping address and other order instructions, subject to availability.
• If we have already prepared a preview, a reasonable artwork or administrative cost may apply only where we clearly disclose it and you choose to proceed after being told.
• Approval is final. Once you approve the preview, production starts and the order can no longer be cancelled for change of mind.
• If we cannot produce an approved order because of an internal issue or stock limitation, we will offer an alternative or cancel the affected item and refund it in full.

We normally send your first preview within 1–2 business days after receiving usable photos. One revision round is included. Use it to correct likeness, coat or eye colour, crop, background, spelling or personalisation.

Approval confirms that you have reviewed the artwork, product, size, colour, spelling and personalisation details. Minor screen-to-print variation is expected. We may decline repeated or materially different redraws outside the original order; if additional design work is available, we will quote it before proceeding.

Contact us within 30 calendar days after delivery if any of the following applies. Where the issue is our responsibility or a production or carrier fault, we will arrange a repair, remake, replacement or refund in line with this policy.

• The item arrived damaged, cracked, torn, stained or otherwise defective.
• The item is the wrong product, size, colour or variant compared with the order confirmation.
• The artwork or personalisation materially differs from the final preview you approved.
• A required part is missing, such as a hanging kit, frame component, lid or packaging insert.
• The print has a production fault such as a visible banding, missing ink, major colour shift or misaligned artwork.
• The parcel was confirmed lost by the carrier before delivery.

• Change of mind after approving the final preview.
• Wrong product, size, colour, quantity or personalisation selected by the customer and present in the approved order.
• Dissatisfaction with the pet's pose, expression, ears, eyes or markings where those details were visible in the photos you supplied and the approved preview reflected them.
• Normal variation in ink, paper texture, canvas grain, handmade finishing, screen colour or slight cropped-edge differences.
• Damage, fading or wear caused after delivery by handling, cleaning, sunlight, humidity, hanging or normal use.
• Items returned without prior authorisation or sent to an address other than the one we provide.
• Digital products after a working download has been supplied, except for corrupt, wrong or materially incorrect files.
• Gift cards, clearance items, final-sale products, free promotional items or products expressly marked non-returnable on the product page.

VOOVZ provides a 30-day commercial warranty from the delivery date covering manufacturing defects, print defects, incorrect personalisation caused by us, missing parts and transit damage. The warranty is additional to any statutory rights you have and does not limit them.

• Photographic or video evidence may be requested so our production team can identify the cause.
• Keep the item, packaging, shipping label and any damaged parts until the claim is resolved.
• We may offer a remake, replacement part, replacement product or refund after inspection.
• Replacement items are normally produced at our cost and sent to the original delivery address.
• If the same defect cannot be corrected after a replacement attempt, you may choose a refund where required by law or where a replacement is not reasonably available.
• The warranty does not cover ordinary wear, accidental damage, misuse, incorrect cleaning or changes made after delivery.

If a product page expressly identifies an item as non-personalised and eligible for returns, you may request a return within 14 calendar days after delivery, provided it is unused, undamaged and in its original packaging with all tags and accessories. Return shipping and any original delivery charge are the customer's responsibility unless the item was faulty or sent in error.

Personalised items are not eligible under this section. If you are unsure whether an item is personalised, contact us before ordering or before sending anything back.

For personalised products, an “exchange” normally means a remake of the same item because of a covered defect, production error or material mismatch with the approved preview. We do not exchange personalised items for a different size, product, style or design after approval as a change of mind.

• If a replacement size or variant is unavailable, we may offer the closest equivalent or a refund.
• If you supplied a wrong size or personalisation instruction that appears in the approved order, we may quote a discounted remake but are not required to provide one free of charge.
• If the error was made by VOOVZ, the remake is free and we cover delivery.
• We may require the original item to be returned only where the product can be safely and lawfully returned; for personalised products, we normally ask for photos instead.

• Email support@voovz.com with your order number and the email address used at checkout.
• State whether the issue is damage, defect, missing item, wrong item, lost parcel or mismatch with the approved preview.
• Attach clear photos of the full item, the affected area and the external packaging and shipping label.
• For damaged parcels, keep all packaging until the carrier or our production team has reviewed the claim.
• Our team will acknowledge the claim, request anything else needed and tell you whether a remake, replacement, repair or refund is available.
• Do not send any product back before receiving written return instructions from VOOVZ.

Approved refunds are issued to the original payment method. We aim to approve eligible refunds within 2 business days after inspection and for the payment provider to post the funds within 5–10 business days, although banks and card issuers may take longer.

• Where VOOVZ or its production team is responsible, we refund the item price and the shipping charge paid for the affected item.
• Where a replacement or remake is chosen and successfully delivered, the original item is not also refunded unless we expressly agree.
• Shipping charges are not refunded where a parcel is refused, abandoned, undeliverable because of an incorrect address, or returned because customs charges were not paid.
• Promotional discounts, gift cards and store credits are refunded in the form in which they were originally applied where possible.
• Nothing in this section limits a refund or remedy required by applicable consumer law.

Digital portraits and downloadable artwork are delivered electronically. Because delivery is immediate and the file cannot be returned, digital products are non-refundable after the download link is used, except where the file is corrupt, the wrong file was supplied or the content materially differs from the approved preview.

If a download link expires or fails, contact us and we will provide a replacement link at no charge. We may limit repeated downloads or sharing where necessary to protect the artwork and our intellectual property.

If you believe a charge is incorrect, contact us first so we can investigate. Filing a chargeback does not remove the need to provide order information or evidence. We may contest a chargeback where the order was delivered as approved, while still respecting any mandatory rights you have under your payment provider or local law.

Nothing in this policy excludes or limits any non-waivable right you have under the consumer laws of your country or region, including rights relating to faulty goods, misrepresentation, distance selling or digital content. Where local law gives you a stronger right, that right prevails over this policy.