Refund
& Cancellation.

Last updated · 2026

Every Olea & Hound print is made on demand in our European studio. Digital files are delivered instantly after checkout. Nothing sits on a shelf waiting for you, your order triggers a physical job within minutes of payment. That changes how refunds work, and we want to be upfront about it.

Five-minute free cancellation

For five full minutes after you check out, you can cancel your order with one click on the thank-you page (or by emailing us before the timer runs out). We will refund 100% of your payment automatically. Nothing is printed. Nothing is shipped.

Likeness guarantee

If your finished portrait doesn't recognisably look like your pet, we will refund 100% of your payment, including shipping.

• Contact us within 14 days of delivery at [email protected]
• Send one photograph of the printed portrait held next to your pet
• You do not need to return the print, keep it, recycle it, hang it, frame it yourself. Your call.
• Refund processes within three to five business days back to your original payment method

Damage in transit

A photograph of the damaged package or print within seven days of delivery → a free reprint, no questions, no need to return the damaged piece. Email us at [email protected] with one photograph.

Wrong order, wrong address, wrong style

If we shipped something different from what you ordered, or to an address you didn't provide, that's on us. A free reprint to the correct address. Email us with your order number and we'll resolve within one business day.

Change of mind after the five-minute window

Once your print is committed to our European studio, we cannot offer a change-of-mind refund. This is the trade-off for fully bespoke, on-demand fine-art production. Mass-market retailers offer thirty-day returns because their products are warehoused. Ours are made for you alone.

If you genuinely realise within an hour or two that you ordered the wrong thing, email us immediately. We'll do everything we can to catch the order before it ships and offer a courtesy reprint at our cost (€39) if the original is unsalvageable.

The digital file

The high-resolution digital file we deliver with every order is yours to keep, regardless of what happens with the physical print. Digital downloads are non-refundable on their own.

Fair use

Our refund policy exists because we stand behind the work. We reserve the right to decline refunds where there is clear evidence of abuse, multiple "likeness" claims from the same household, repeated claims using different pets that resolve to the same payment card, or refund requests after the print has been visibly displayed and resold. Maximum one likeness refund per household per rolling 90-day period.

EU consumer rights

We honour all rights granted to consumers under the EU Consumer Rights Directive. Where local law in your country grants additional rights beyond this policy, those rights apply. This policy does not limit any statutory consumer protections.

Privacy & cookies

We collect the minimum data required to render your portrait, take payment, and deliver the file. Specifically: the photograph you upload, your email, your billing details (handled entirely by Stripe — we never see your card), and the pet name and personal message you choose to include.

We store your generated previews on Cloudflare R2 for thirty days, so you can return to a saved session. After that they are deleted. Your purchased file remains available via the signed download link in your email for one year.

Analytics & marketing cookies. When you arrive on the site we ask you to choose what's comfortable. We use three categories: essential (always on, covers session and cart state), measurement (privacy-respecting analytics so we know which pages help and which confuse), and marketing (Meta Pixel and Google Ads so we can show our portraits to people who might love them). You can change your mind at any time — append ?consent=reset to any URL to re-prompt the choice.

Your rights. Under the EU GDPR you have the right to access the personal data we hold about you, to correct it, to ask us to delete it, and to receive it in a machine-readable format. Email [email protected] with the subject line "Data request" and we will respond within thirty days. We never sell personal data.

Data controller. Olea & Hound (a trading name of the legal entity that owns this site, registered in Malta). For data-protection enquiries write to the email above.

Contact

Olea & Hound · Malta
[email protected]
We reply within one business day, Monday through Friday.