This page sets out rights that apply to customers ordering from PawForge Art in the European Union, the EEA, and the EFTA countries we ship to. These rights exist under law. Where anything in our Terms of Service or Refund Policy gives you less than the law does, the law wins and we will honour it.
Your right to withdraw, and why portraits are different
For most goods bought at a distance, EU law gives you 14 days to withdraw from the purchase without giving a reason. There is an exception for goods that are made to your specification or clearly personalised, and a portrait commissioned from your own photograph of your own pet falls within it.
This means that once you approve your proof and pay, the 14-day right of withdrawal does not apply to your portrait. We are telling you this before you order, which is when it matters.
You can still cancel before it goes to print. There is a short window between your payment and our sending the order to the print partner — typically minutes to a few hours in business hours, longer overnight. Email us within it and we will cancel and refund you in full. See our Refund Policy for the detail. That is our own commitment rather than a statutory right, and it is not reduced by anything on this page.
In practice the commission is built so that you decide before any money changes hands: you see the rendered proof first, you can restart at no charge if the likeness is wrong, and you are charged only once you approve. Nothing is manufactured to your specification until you have said yes to it.
This exception concerns cancelling a correct order because you changed your mind. It takes nothing away from your rights below if something arrives damaged, faulty, or not as described.
Our phone-case checkout also asks you to confirm the printer's preview of the case. That confirmation does not affect your statutory rights.
The two-year legal guarantee
If your order arrives damaged, faulty, or materially different from what was described, you have a statutory right to have it put right. Within the EU this legal guarantee runs for a minimum of two years from delivery. Depending on the circumstances that can mean repair, replacement, a price reduction, or a refund.
This is separate from, and additional to, our own Refund Policy — our policy cannot reduce it. To make a claim, write to curator@pawforgeart.com with your order reference and a photograph of the problem.
Product safety
Your portrait is printed on stretched canvas or on a phone case, and shipped by our production partner. The canvas is a decorative wall item intended for indoor display. Neither is a toy.
The responsible person for this product within the European Union, for the purposes of the General Product Safety Regulation, is:
HONSON VENTURES LIMITED
3, Gnaftis House flat 102, Mesa Geitonia, 4003, Limassol, Cyprus
gpsr@honsonventures.com
Complaints
Write to curator@pawforgeart.com. We read every message and aim to reply within two business days. We would much rather fix a problem directly than have you escalate it.
We are not currently registered with an alternative dispute resolution body and are not obliged to use one. This does not affect your right to bring a complaint to the consumer protection authority in your own country, or to your local European Consumer Centre, which advises on cross-border purchases free of charge.
Customs and import charges
Where an order is fulfilled from outside your own customs territory, import duty or VAT may be collected before delivery. Any such charge is set by your customs authority, not by us — we neither receive it nor control it. See our Terms of Service for more.