Refund policy

Last updated: 29 September 2026

We want you to love your Whisker Atelier artwork. If something isn't right, here's how returns and refunds work.

Art prints, canvases and framed prints

You have 30 days after receiving your item to request a return. Returns are free of any restocking or handling fee, but the customer is responsible for the cost of return postage.

To be eligible for a return, your item must be in the same condition that you received it, undamaged and in its original packaging.

To start a return, contact us at info@thehuemap.com. When your return is accepted, we'll send you instructions and the address to send your package to. Items sent back to us without first requesting a return will not be accepted.

Custom pet portraits

Custom pet portraits are created from your own photograph and made to order, so they can't be returned or refunded for a change of mind. This does not affect your rights if your portrait arrives damaged, faulty or not as ordered (see below).

We begin creating your portrait soon after your order is placed, so please check your photo, size and finish carefully before ordering. If you need to change something, contact us as soon as possible and we'll do our best to help, but we can't guarantee changes or cancellations once work has started.

Damages and issues

Please inspect your order when it arrives and contact us straight away, with a photo, if your item is damaged, defective or not what you ordered. We'll arrange a replacement or refund at no cost to you, including for custom pet portraits.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

UK and European Union 14-day cancellation period

Notwithstanding the above, if your order is delivered to the UK or the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without giving a justification. Your item must be in the same condition that you received it and in its original packaging. This right does not apply to personalised items made to your specifications, such as custom pet portraits.

Refunds

We'll let you know once we've received and inspected your return, and whether your refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@thehuemap.com.