REFUND & RETURN POLICY
Last updated: March 7, 2026
CUSTOM, PERSONALISED PRODUCTS
All Cape & Whiskers products are custom-made using AI-generated artwork created specifically from photos you upload of your pet. Because each product is uniquely personalised to your order, we generally do not accept returns or offer refunds for change of mind, sizing preference, or buyer's remorse.
EU & UK customers: Under Article 16(c) of the EU Consumer Rights Directive and equivalent UK regulations, the standard 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. By placing your order, you acknowledge that this exemption applies to your custom pet portrait.
ORDER CANCELLATIONS
You may cancel your order for a full refund at any time before production begins. Once production has started, we are unable to cancel or modify your order. If you need to cancel, please contact us immediately at support@pets.pipefin.com and we will do our best to stop production in time.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, with a print defect, or if you receive the wrong item, we will replace it at no cost to you.
To request a replacement or refund, please contact us at support@pets.pipefin.com within 14 days of delivery with:
- Your order number
- A description of the issue
- Clear photographs of the item and any damage
We will review your claim and arrange a free reprint or, where a reprint is not possible, a full refund to your original payment method. Refunds typically appear within 5-10 business days of approval.
AI GENERATION QUALITY
Our portraits are created using AI image generation. If the generated portrait does not incorporate your uploaded pet photo in any recognisable way (a complete generation failure), please contact us and we will regenerate your artwork at no extra charge.
Minor artistic interpretation and stylistic variation are inherent to AI-generated art and do not constitute a defect. We provide a free preview of your portrait before purchase so you can review the result before ordering.
WHAT WE CANNOT REFUND
- Orders where the supplied photo was low-resolution, blurry, or otherwise unsuitable (please follow our image guidelines)
- Orders where the delivery address provided was incorrect
- Digital download products once the download link has been accessed
- Products returned to us without prior authorisation
- Change of mind after production has begun
YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights under applicable consumer protection law. EU consumers retain the 2-year legal guarantee against defects under the Sale of Goods Directive (2019/771). UK consumers retain equivalent rights under the Consumer Rights Act 2015.
SUMMARY
| Scenario | Outcome |
|---|---|
| Cancel before production | Full refund |
| Cancel after production starts | No refund |
| Defective or incorrect item | Free reprint or full refund |
| Damaged in transit | Free reprint or full refund |
| Change of mind | Not eligible for refund |
| Wrong address (customer error) | New order required at customer cost |
| Order lost after 30 business days | Free replacement or refund |
CONTACT US
For any refund or return queries, visit pets.pipefin.com or email support@pets.pipefin.com with your order number and a description of the issue.