Refund policy
Last updated: September 16, 2026
Every Loyal Layer portrait is designed from the customer’s pet photo and handmade to the selected size, material, and colorway. Because personalized products cannot normally be resold, different cancellation and return rules apply to them. This policy does not limit any rights that cannot legally be excluded in the customer’s country or region.
1. Cancelling or Changing an Order
You may request a full cancellation within 4 hours of placing your order by emailing support@loyallayer.art with your order number.
After that period:
- If artwork has not started, we may still approve a cancellation or change.
- If artwork has started but the final design proof has not been approved, we may offer store credit or a refund less a reasonable artwork fee. We will tell you the amount before processing the cancellation.
- After you approve the final design proof and production begins, the personalized order cannot normally be cancelled, changed, returned, or refunded.
Cancellation and change requests must be sent by email. Messages sent through social media or other channels may not be reviewed in time.
2. Design Proofs and Revisions
We will send a design proof before making your portrait. You are responsible for checking the pet likeness, crop, size, material, colorway, spelling, and any other personalized details shown in the proof.
Reasonable revisions based on the original submitted photo and order details are included before approval. A request that substantially changes the order—such as replacing the source photo, changing the pet, or choosing a different product after artwork has begun—may require a new order or an additional artwork fee. We will obtain your agreement before charging any additional fee.
Nothing will enter handmade production until you approve the final design proof. Once approved, the proof becomes the production reference and changes may no longer be possible.
3. Personalized Products
Personalized portraits are final sale after proof approval because they are made specifically for you and cannot be resold. We do not accept returns or issue refunds for:
- A change of mind after proof approval.
- An incorrect size, material, or colorway selected by the customer and accurately shown in the order or approved proof.
- Features, composition, or colors that were visible in and consistent with the approved proof.
- Normal variation in wood grain, texture, color, laser-cut edges, hand assembly, or screen-to-physical color reproduction.
- Problems caused by a blurry, cropped, filtered, dark, or low-resolution source photo when those limitations were disclosed or visible in the approved proof.
- Damage caused after delivery by misuse, moisture, prolonged direct sunlight, improper hanging, alteration, or normal wear.
4. Damaged, Defective, Incorrect, or Missing Items
If your portrait arrives damaged, defective, materially different from the approved proof, or is the wrong product, size, material, or colorway, contact support@loyallayer.art within 7 calendar days of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the entire product and the affected area.
- Photographs of the outer packaging, inner packaging, and shipping label when the item was damaged in transit.
Keep the item and packaging until we finish reviewing the claim. If the claim is approved, Loyal Layer will provide an appropriate remedy, which may include repair, replacement, partial refund, or full refund, depending on the issue and applicable law. When the problem was caused by us or occurred in transit, we will cover approved replacement shipping and any required return shipping.
Do not return an item without authorization. Unauthorized returns may be refused or may delay resolution.
5. Lost Parcels
For parcels that appear lost, follow the steps in our Shipping Policy and contact us after the estimated delivery window has passed. We may need to complete a carrier investigation before issuing a replacement or refund.
6. Returns Approved by Loyal Layer
If we authorize a return, we will provide the return address and instructions. The item must be packed securely and, where requested, returned with its original packaging and all included components.
Unless the item is damaged, defective, incorrect, or the law requires otherwise:
- Original shipping charges are not refundable.
- The customer is responsible for approved return shipping.
- We recommend using a tracked service because the customer remains responsible for the parcel until it reaches the specified return address.
7. Refund Timing
Approved refunds will be issued to the original payment method. Please allow up to 10 business days after we confirm the refund for it to appear, although the exact timing depends on your bank, card issuer, or payment provider.
If more than 15 business days have passed since we confirmed a refund, contact support@loyallayer.art.
8. Non-Personalized Products
If Loyal Layer sells a product that is not personalized, its return eligibility will be shown on the product page and will comply with applicable consumer law. Unless a different period is required by law, an eligible non-personalized item may be returned within 14 calendar days of delivery if it is unused, unaltered, and in its original condition and packaging.
9. Statutory Rights
Nothing in this policy excludes or limits legal rights or remedies that apply to defective, misdescribed, or incorrectly supplied goods. Rules for personalized goods and cancellation rights differ by jurisdiction; where local law provides greater protection, that law will apply.
10. Contact Us
To request a cancellation, change, replacement, return, or refund, contact:
Loyal Layer Customer Support
Email: support@loyallayer.art
Please include your order number in every request.