Refund policy

Two different things live on this page, and it helps to keep them apart. The first is your legal right to change your mind, which you have whatever we think about it. The second is what we do when something is actually wrong. Both are below.

Your right to change your mind

If you are buying as a consumer in the EU, EEA or the UK, you have a legal right to withdraw from your order within 14 days of receiving it, without giving a reason and without penalty. Nothing on this page or anywhere else on this site limits that right.

The 14 days run from the day you — or someone you asked to take delivery — physically receive the goods. If an order arrives in several parts, they run from the last part.

How to do it: use the withdrawal form at Withdraw from contract here. You do not have to use it — a clear statement by any means will do, including an email to happypaws.company2026@gmail.com — but it is the quickest route and it gives you a timestamped receipt straight away. A standard withdrawal form you can copy is on that page too.

What happens then: send the goods back within 14 days of telling us. You pay the return postage. We refund everything you paid, including the standard delivery charge, within 14 days of the goods reaching us or of your proof of postage — whichever comes first — using the same payment method you used to buy.

If you chose a faster or upgraded delivery, we refund the cost of our standard option rather than the upgrade. If you have handled the item beyond what is needed to see what it is — the way you would in a shop — we may reduce the refund by the value lost.

Two exceptions, and exactly where they stop

The law allows a seller to withhold the 14-day right in a small number of cases. Two of them apply here. Neither of them covers an ordinary print bought from the collection.

Commissioned portraits. A portrait painted from your own photograph, of your own pet, is made to your specification and to nobody else's. Once we have started work the 14-day right no longer applies to it, and you are asked to acknowledge that before you order.

Digital downloads you asked to receive immediately. At checkout, a cart containing a download asks you to agree to immediate delivery and to acknowledge that agreeing ends your 14-day right for that file. If you ticked that box and the file has been made available to you, it cannot be returned for a change of mind. If you did not tick it, or the file has not been released yet, the 14 days still stand.

Prints from the collection are not an exception. Choosing a breed, a colourway and a size from a catalogue we already offer is not the same as specifying something for yourself, even though we print it after you order. Those keep the full 14-day right.

If something is wrong, we fix it — separately from all of the above

Your rights when an item is faulty, damaged or simply not what you ordered are additional to the 14-day right, last far longer, and apply to commissions and downloads too.

We replace or refund, whichever you prefer, if:

• your poster arrives damaged — creased, torn, water-damaged, a crushed tube;
• there is a printing fault — banding, visibly wrong colour, a misaligned or cropped image;
• you received the wrong item — wrong size, wrong colourway, or a different portrait;
• a digital file is corrupted, is the wrong image, or is not the resolution described.

Tell us within 30 days of delivery for a printed item, or 14 days for a file, and send photos of the problem. We do not ask you to post a damaged poster back — returning it across a border costs more than reprinting it and the print is unusable either way. We ask instead for a photograph of the faulty print cut through, corner to corner, which confirms it is out of circulation and lets us authorise the reprint at once.

Your statutory rights on faulty goods under Swedish law run for three years and are not shortened by anything here.

Cancelling before it is printed

If you change your mind before your order goes to the press, tell us straight away and we will cancel and refund it in full — no return, no postage, nothing to do. This is quicker and cheaper for both of us than a withdrawal after delivery, so it is always worth asking.

How to reach us

Email happypaws.company2026@gmail.com with your order number, or use the contact form. We reply within two working days.

If we cannot agree

If you are unhappy with how we have handled a complaint, you can take it to the Swedish National Board for Consumer Disputes — Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations.

You can also get free, independent advice from your local municipal consumer adviser (konsumentvägledare) or from Hallå konsument at hallakonsument.se.