Refund policy
Last updated: November 14, 2026
Every Faunolio framed print, calendar and ornament is made to order just for you, and our digital art is delivered instantly. Because of that, our policy is a little different from a regular shop. If anything arrives damaged, defective or wrong, we will make it right at no cost to you.
Framed prints, calendars and ornaments
- Damaged, defective or wrong item: contact us within 30 days of delivery with your order number and a photo of the problem. We will send a free replacement or give you a full refund, whichever you prefer. You do not need to send the item back.
- Lost package: if your tracking has not updated for 10 days or your order has not arrived within 30 days of shipping, contact us and we will send a replacement or refund you.
- Change of mind: since each item is made to order, we cannot accept returns or exchanges for change of mind, or for a wrong size or frame color chosen at checkout.
- Cancellations: you can cancel for a full refund within 12 hours of placing your order, before it goes into production.
Digital downloads
- Digital files are delivered instantly and cannot be returned, so all digital sales are final.
- If a file will not download or open, or is not what was described, contact us within 14 days of purchase. We will send a working file or refund you.
Custom pet portraits
- You can cancel for a full refund before we start work on your portrait.
- Every portrait includes 2 free revisions, so you can ask us to adjust it until you are happy.
- If we cannot deliver your portrait, we will refund you in full.
- Once the final portrait has been delivered, it is not refundable.
Refunds
Approved refunds go back to your original payment method. Depending on your bank, it can take 5 to 10 business days for the money to appear.
Contact
For any order problem, reply to your order confirmation email or write to us through our Contact page. Please include your order number.