Refund policy

Return & Refund Policy

At Petfolio, your satisfaction is our priority. We're committed to delivering high-quality, personalized pet photo books and making sure your experience with us is smooth from start to finish. Please read through our return and refund policy below for full transparency on how we handle any issue that may come up with your order.

Quality Guarantee

We stand behind the quality of every book we make. If you're not fully satisfied with the quality of your order, reach out within 60 days of receiving your book. We'll look into it and work with you to make it right. If our team confirms a defect, we'll send you a replacement at no extra cost.

Color Consistency

While we do everything we can to keep colors accurate and consistent, slight variations can happen. Printing is a complex process, and factors like printer calibration, paper type, and environmental conditions can lead to small color differences. These variations fall within an acceptable range and aren't covered under our quality guarantee.

Defective or Damaged Products

If you receive a book that's damaged or defective, contact us within 60 days. This covers issues that aren't related to the photos, layout, or content you provided when placing your order — for example, physical damage to the book, receiving the wrong item, or print quality below our standards. In these cases, we take full responsibility and will send a replacement as quickly as possible.

Personalized Products

Since every Petfolio book is made specifically for your order, we can't accept returns on personalized items unless there's a verified defect or an error on our part. If you'd like to place a new order, you'll be responsible for the cost of the new item.

Lost or Missing Orders

If your package is lost in transit, let us know within 60 days of the estimated delivery date. We'll launch an investigation and, if the package is confirmed lost, send a replacement at no extra cost.

Returned to Sender

In some cases, orders get sent back to us. The most common reasons are an incorrect address, the recipient refusing delivery, or an unclaimed package at a pickup point. If the address provided is found to be insufficient by the carrier, the package will be returned and safely destroyed — you'll need to place a new order with the correct address, at your own cost. If a customer refuses delivery, the same applies. If a package goes unclaimed and is returned to us, a new order can be placed, but you'll be responsible for the new shipping cost.

Refunds

All Petfolio books are personalized and made to order based on each customer's photos and choices. Because of this, these items can't be restocked or resold once produced. For that reason, refunds are only issued if an order is never received.

If your order was delivered and you report an issue (including, but not limited to, print defects, production errors, or shipping damage), Petfolio will — once the claim is verified — send a replacement book at no extra cost.

In these cases, refunds aren't offered, since replacing the book is the appropriate solution. This also reflects our commitment to reducing unnecessary waste: returned personalized products would otherwise just be destroyed, which isn't practical or environmentally responsible.

Where a refund is issued, it will be processed within 14 days of the claim being approved, and will always go back to the original payment method used at checkout. Refunds can't be redirected to a different account or issued as cash.

Shipping costs are non-refundable, except where the error is on our end.

Your Statutory Rights

This policy doesn't affect any statutory consumer protection rights you may have under the laws of your country of residence. If your book doesn't match what you ordered, you may be entitled to a repair, replacement, price reduction, or refund under applicable local law, independent of this policy.

Getting in Touch

If there's an issue with your order, reach out to our support team. We aim to respond to all inquiries within 48 hours.

📧 Email: contact@trypetfolio.com

We appreciate your trust in Petfolio, and we look forward to making your next book together.