Refund
& Cancellation.
Last updated · 2026
Every Olea & Hound print is made on demand in our European studio. Digital files are delivered instantly after checkout. Nothing sits on a shelf waiting for you, your order triggers a physical job within minutes of payment. That changes how refunds work, and we want to be upfront about it.
Five-minute free cancellation
For five full minutes after you check out, you can cancel your order with one click on the thank-you page (or by emailing us before the timer runs out). We will refund 100% of your payment automatically. Nothing is printed. Nothing is shipped.
Likeness guarantee
If your finished portrait doesn't recognisably look like your pet, we will refund 100% of your payment, including shipping.
- Contact us within 14 days of delivery at hello@oleaandhound.com
- Send one photograph of the printed portrait held next to your pet
- You do not need to return the print, keep it, recycle it, hang it, frame it yourself. Your call.
- Refund processes within three to five business days back to your original payment method
Damage in transit
A photograph of the damaged package or print within seven days of delivery → a free reprint, no questions, no need to return the damaged piece. Email us at hello@oleaandhound.com with one photograph.
Wrong order, wrong address, wrong style
If we shipped something different from what you ordered, or to an address you didn't provide, that's on us. A free reprint to the correct address. Email us with your order number and we'll resolve within one business day.
Change of mind after the five-minute window
Once your print is committed to our European studio, we cannot offer a change-of-mind refund. This is the trade-off for fully bespoke, on-demand fine-art production. Mass-market retailers offer thirty-day returns because their products are warehoused. Ours are made for you alone.
If you genuinely realise within an hour or two that you ordered the wrong thing, email us immediately. We'll do everything we can to catch the order before it ships and offer a courtesy reprint at our cost (€39) if the original is unsalvageable.
The digital file
The high-resolution digital file we deliver with every order is yours to keep, regardless of what happens with the physical print. Digital downloads are non-refundable on their own.
Fair use
Our refund policy exists because we stand behind the work. We reserve the right to decline refunds where there is clear evidence of abuse, multiple "likeness" claims from the same household, repeated claims using different pets that resolve to the same payment card, or refund requests after the print has been visibly displayed and resold. Maximum one likeness refund per household per rolling 90-day period.
EU consumer rights
We honour all rights granted to consumers under the EU Consumer Rights Directive. Where local law in your country grants additional rights beyond this policy, those rights apply. This policy does not limit any statutory consumer protections.
Contact
Olea & Hound · Malta
hello@oleaandhound.com
We reply within one business day, Monday through Friday.