Refund
& Cancellation.

Last updated · 2026

Olea & Hound orders come in two forms. Most are a physical fine-art print, made to order and shipped to you framed-ready on tracked An Post. Some are a high-resolution digital file, delivered to your inbox within minutes of checkout. The sections below cover both, and we want to be upfront about how each one works.

Printed orders: approve on screen, then we print

When you order a print, you see and approve your portrait on screen before you pay and before anything is printed, so you know exactly what you are getting. Each print is then made to order for your pet, which means it is a personalised item produced specifically for you and not a stock item we can resell.

What the reprint guarantee covers. If your print arrives with a printing fault, a defect in the paper or materials, or damage in transit, we reprint or replace it free. Email [email protected] within fourteen days of delivery with your order number and a photo of the issue, and we will sort it within one business day. There is no charge and, for damaged items, nothing to send back unless we ask.

What it does not cover. Because you reviewed and approved your portrait on screen before we printed it, the reprint guarantee does not cover a change of mind about the likeness or the artistic style you already approved. A personalised, made-to-order print is also exempt from the statutory fourteen-day cooling-off right once production begins, under Article 16(c) of the EU Consumer Rights Directive. None of this affects your statutory rights if a print is genuinely faulty or not as described.

Digital files

The rest of this policy covers digital orders: the high-resolution file we deliver to your inbox, whether on its own or alongside a print.

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.

Likeness guarantee

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

• Contact us within 14 days of delivery at [email protected]
• Send the portrait we delivered alongside a clear photo of your pet
• There's nothing to return - keep the file, delete it, print it, frame it yourself. Your call.
• Refund processes within three to five business days back to your original payment method

File won't open or didn't arrive

If the delivery email never lands, or the file won't open, that's on us. Email [email protected] with your order number and we'll re-send a fresh download link within one business day - or refund you in full if we can't get you a working file.

Wrong order, wrong style

If we delivered something different from what you ordered, that's on us. We'll re-generate the correct portrait at no charge. Email us with your order number and we'll resolve within one business day.

Change of mind after the five-minute window

Once your portrait is generated and delivered, we cannot offer a change-of-mind refund. This is the trade-off for a bespoke file made from your photo alone. Mass-market retailers offer thirty-day returns because their products are warehoused and resaleable - a digital file made for you isn't.

If you genuinely realise within a few minutes that you ordered the wrong thing, email us immediately during the five-minute window and we'll cancel and refund before the file is delivered.

The digital file

The high-resolution digital file we deliver with every order is yours to keep. Digital downloads are non-refundable once received, except under the likeness guarantee above.

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, or repeated claims using different pets that resolve to the same payment card. 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 Mollie - 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.