Sable & Ochre

Returns & Refunds

Every poster is printed for your order alone. Nothing here comes off a shelf. That shapes how we handle faults — but it does not take away your right to change your mind, and this page is careful to keep the two apart.

Changing your mind: you have 14 days

If you bought as a consumer in the EU, EEA or the UK, you can withdraw from your order within 14 days of receiving it, without giving a reason. That is your right by law, and it applies to every print in the collection.

Go to Withdraw from contract here. It takes a minute, and you get a timestamped receipt immediately. You can also just email us — a clear statement is enough — but the form is faster and leaves both of us a record.

You send the poster back at your own cost, and we refund everything you paid including standard delivery, within 14 days of it reaching us or of your proof of postage, whichever comes first.

Two things this does not cover, because the law allows a seller to exclude them and we do:

  • A commissioned portrait of your own pet. Painted from your photograph, for you, and of no use to anyone else. Once we start work the 14-day right no longer applies — and you are told that, and asked to agree to it, before you order.
  • A digital download you asked to receive immediately. At checkout you tick a box agreeing to immediate delivery and acknowledging that it ends the 14-day right for that file. If you did not tick it, or the file has not been released yet, your 14 days are intact.

Choosing a breed, a colourway and a size from the collection is not a commission. Those prints keep the full 14-day right even though we make them after you order.

Cheaper for everyone: cancel before it prints

If you change your mind before your order reaches the press, say so straight away and we cancel and refund it in full. Nothing to post, nothing to pay. Most orders sit for a few hours before production, so it is always worth asking first.

If something is wrong, we fix it

This is separate from changing your mind, it lasts far longer, and it covers commissions and downloads too. If your poster arrives damaged, arrives with a printing fault, or is simply the wrong item, we print you a new one at our cost — or refund you, whichever you prefer. There is no argument to have and no restocking fee. Tell us within 30 days of delivery.

This covers:

  • Damage in transit — creases, tears, water damage, a crushed tube
  • A printing fault — banding, colour that is visibly wrong, a misaligned or cropped image
  • The wrong item — wrong size, wrong colourway, or a different portrait than you ordered

Why we ask you to destroy a faulty print

Sending a damaged poster back across a border costs more than printing a new one, and the returned print can never be used again — it goes in the bin at the other end. So we skip that step entirely and ask you to do it where you are.

Before we send a replacement, we need to see that the faulty poster has been made unusable. Cut through it, corner to corner, and photograph it. That is all. You do not post anything back, and you do not pay for return shipping.

This applies to faults only. If you are withdrawing under your 14-day right, the poster is perfectly good and we ask you to return it rather than destroy it.

How to claim a replacement

  1. Email us within 30 days. Write to happypaws.company2026@gmail.com with your order number and tell us what is wrong.
  2. Send a photo of the fault. The whole poster in frame, plus a close-up of the damage or the printing problem.
  3. Send a photo of the poster cut through. One clear cut across the print is enough. This is what confirms it is out of circulation and lets us authorise the reprint.
  4. We print and ship a replacement. Same size, same colourway, at our cost. It goes into production as soon as we have both photos, and you get a fresh tracking link when it ships.

We aim to reply within two working days.

What is not covered

  • Damage after delivery. Framing accidents, sun fading over years, a curious cat.
  • Colour that differs slightly from your screen. Every monitor renders colour differently and no print will match a backlit screen exactly. A visible printing fault is covered; the ordinary difference between screen and paper is not.
  • Ordering the wrong size or colourway. Not a fault, so the reprint-at-our-cost promise does not apply — but this is exactly what the 14-day right above is for, so you are not stuck with it.

Digital downloads

If you agreed at checkout to immediate delivery, a downloaded file cannot be returned for a change of mind — that is the acknowledgement the tickbox asks for. What that does not touch is a file that is genuinely faulty: corrupted, the wrong image, or at a resolution that will not print. Tell us within 14 days and we will either send you a working file or refund you in full.

Your statutory rights

Nothing on this page limits your rights as a consumer. Your 14-day right of withdrawal is set out above and in our refund policy. Your rights where an item is faulty, damaged or not as described run for three years under Swedish law and are additional to everything here.

If you are unhappy with how we have handled a complaint, you can take it to Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations. Free independent advice is available from Hallå konsument at hallakonsument.se.