Refund policy

Last updated: 20 October 2026

You see it before we print it

Every portrait is made from your own photo, so we send it to you before anything is printed. We usually email your portrait within 24 hours of your order. Reply to approve it, or tell us what you'd like changed. Nothing is printed or posted until you say yes.

Not right? We'll redo it

If the portrait doesn't look like your pet, tell us what's wrong and we'll redo it free of charge. If it's still not right after a redo, we'll refund you in full, as long as it hasn't been printed.

After you approve

Because each portrait is made to your instructions, you can't cancel for a change of mind once you've approved it and it has gone to print. This is allowed under the Consumer Contracts Regulations 2013 for personalised goods. For digital files, you agree when you approve that we can send the full-size file straight away, and you can't cancel once it's been sent.

Damaged or faulty

If your print or frame arrives damaged or faulty, email us within 14 days of delivery with a photo of the damage and the packaging. We'll send a free replacement or give you a full refund, whichever you prefer. You don't need to send it back unless we ask.

None of this affects your legal rights under the Consumer Rights Act 2015.

Contact

Email hello@ryzeink.com or write to Ryze Ink, The Facade, Holmesdale Road, Redhill RH2 0BB, United Kingdom.