Refund policy

Last updated: 31 August 2026

Every Barkee Portraits product is personalised for your order. This policy explains what we will do if something goes wrong.

To help us assist you quickly, please include your order number, when contacting us at support@barkeeportraits.store.

Problems covered by Barkee's Guarantee

Contact us if:

• your product arrived damaged;it has a manufacturing or printing defect;
• we sent the wrong product, size, style or personalisation;
• the artwork contains a material Barkee error; or
• the parcel is confirmed lost in transit.

For an eligible issue, you may choose a free replacement, store credit or a refund for the affected item. If a replacement also has an eligible issue, you may choose again. If we cannot fulfil an order, we will refund the unfulfilled item; if the whole order cannot be fulfilled, we will refund the full order, including shipping actually paid.

Damaged Items

Please email support@barkeeportraits.store with your order number, a clear description and photographs of the product, packaging and shipping label where relevant.

We strongly recommend reporting visible damage or defects within 24 hours of delivery, when the evidence is clearest. Reports made later but within 30 calendar days remain eligible for assessment, although we may request additional evidence. After 30 days, any mandatory consumer rights that still apply remain unaffected.

We do not require an unboxing video as the only acceptable evidence. We may refuse a claim only when the available evidence reasonably shows that the damage occurred after delivery or resulted from misuse, accidental damage, improper care or alteration. Suspicion alone is not enough.

Do not return an item unless we provide return instructions.

Cancellations and Changes

You may cancel or request a change before your order is sent to production. Send your request to support@barkeeportraits.store as soon as possible. If we receive a cancellation request before the production timestamp, we will issue a full refund.

Once your order has been sent to production, it can no longer be cancelled or changed. Because the item is personalised and has entered production, we do not provide a refund, replacement or store credit for a change of mind after that point.

We will notify you when your order has been sent to production.

Refunds and Store Credit

Refunds are sent to the original payment method. Store credit is added to the relevant customer account and is not exchangeable for cash unless required by law.

The refund or credit for an affected item is the amount actually paid for it. If it formed part of a discounted bundle, the discounted amount allocated to that item applies. Unaffected items are not refunded. If shipping was free, there is no shipping amount to refund.

There is often some processing time between financial institutions before a refund is posted (between 4-5 days is normal). If you still have not received your refund after this time-frame, please send us an email at support@barkeeportraits.store and allow us the opportunity to investigate the matter further. 

What counts as a Material Artwork Error

A material error includes the wrong pet, wrong selected style, a name incorrectly reproduced by Barkee, substantially incorrect coat colour, missing major identifying markings, missing or additional body parts, or serious facial or anatomical distortion beyond the selected artistic style.

Normal artistic interpretation, brushwork, composition adjustments and minor colour variation are not material errors.

Customer-submitted Choices

Please check your pet photo, pet name and spelling, product, size, artwork style, delivery address and contact information before placing your order.

If we correctly follow the information you submitted, an incorrect photo, spelling, product choice or address does not qualify for a free replacement, refund or store credit. If Barkee changes or incorrectly uses accurate information you supplied, we will treat it as our error.

No artwork Preview

We do not provide a preview or approval stage for your exact artwork before production. The examples on our website show the general character of each style, but every portrait is unique and will naturally vary.

Subjective dislike, minor artistic variation and minor differences between screen colours and printed colours do not qualify for a remedy when we have correctly used your submitted photo, name, selected style and product specifications. This does not affect your rights if we make a material error or the product is faulty.

Your Legal Rights

Personalised goods are generally excluded from ordinary change-of-mind withdrawal rights. This does not remove any mandatory rights relating to faulty, damaged, misdescribed or non-conforming products. If mandatory law gives you stronger rights than this policy, those rights apply.

Feedback

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at support@barkeeportraits.store to let us know how we are doing. We take your feedback very seriously and are always striving to improve.