Custom Order & Artwork Policy

PetAureli products are created specifically for the individual customer. Your order may be based on your pet photograph, selected size, product type, customization details, pet name, and other information submitted with the order.

Because each piece is individually prepared, custom orders require more review and production work than standard ready-made products.

The photograph you provide is one of the most important parts of the custom-art process. A clear photograph gives our artist more visual information to work from.

After receiving your order, we may review the submitted photograph to determine whether it provides enough visual information for the selected product.

If the photograph is not suitable, we may contact you and ask for another image before production continues.

Requesting another photograph is intended to improve the final result and does not mean that your order has been rejected.

PetAureli artwork is not intended to be a mechanical reproduction of a photograph. Our artist may make reasonable artistic decisions to create a balanced finished piece.

These decisions may involve:

• visual balance;
• composition;
• cropping;
• color balance;
• contrast;
• fur emphasis;
• edge treatment;
• depth and layering;
• highlight placement; and
• other aesthetic details.

The proportions of the original photograph may differ from the shape or dimensions of the selected product.

Reasonable cropping, centering, spacing, and composition adjustments may therefore be required to create an appropriate final layout.

Important features of the pet will be considered during composition, but the exact amount of surrounding background or body visible may differ from the original photograph.

Where a PetAureli product includes a proof, preview, mock-up, or approval stage, please review it carefully before confirming.

You should check:

• that the correct pet is shown;
• the overall composition;
• crop and orientation;
• pet name or other requested text;
• spelling;
• selected product or size; and
• other visible customization details.

Once you approve the proof, we may use that approval as authorization to move the custom order into production.

If revisions are offered for your selected product, they are intended to correct or refine reasonable aspects of the custom artwork before final production.

Revision requests should be clear and specific.

Major changes that substantially alter the original order, replace the selected reference photograph, change the pet, or require the artwork to be recreated may be treated as a new or additional customization request.

Some custom orders require customer input before production can continue, such as providing a replacement photograph or approving an artwork proof.

Delays in receiving required customer information or approval may extend the estimated production and delivery timeline.

We therefore recommend monitoring the email address used for your order until production is complete.

Production may begin once Aureli Global Pet Creative Limited, operating as PetAureli Studio, has received the information, payment, photographs, and approvals reasonably required for the order.

Production can include artwork preparation, painting, printing, layer preparation, fabrication, assembly, finishing, or other custom manufacturing steps.

Once personalized production begins, changes or cancellation may be restricted because work and materials have already been committed specifically to your order.

Please refer to our Refund & Returns Policy for more information.

PetAureli pieces are individually created and may include hand-painted, handcrafted, layered, assembled, or artist-finished elements.

Small variations may naturally occur in:

• brushwork;
• paint application;
• texture;
• color tone;
• layer appearance;
• transparency;
• depth;
• surface finish; and
• other handcrafted details.

Reasonable handmade variation is part of the individual nature of the artwork and is not by itself considered a defect.

Digital screens do not reproduce colors identically.

The appearance of a photograph, digital proof, or product image can vary depending on:

• screen brightness;
• display calibration;
• device type;
• browser;
• lighting;
• photography; and
• physical materials.

For this reason, reasonable differences between an on-screen preview and the physical artwork may occur.

If a proof or customization has already been approved and production has started, later changes may not be possible.

If a requested change can still be made, it may require additional production time or cost depending on the work already completed.

A change in personal preference after approving a design does not automatically mean the finished product is defective.

You retain ownership of rights you lawfully hold in the original pet photographs or other customer materials you submit.

By submitting material for an order, you confirm that you have the right or permission necessary for PetAureli to use that material to fulfill your custom order.

Submitting an original pet photograph for production does not automatically give PetAureli unrestricted permission to publish that original photograph for advertising or promotional use.

We may offer you the choice to allow PetAureli to feature your finished artwork in our portfolio, website, social media, or other promotional channels.

Unless you separately authorize otherwise, your full name, email address, telephone number, billing or shipping address, and order number will not be publicly displayed together with the artwork.

If you later wish to withdraw optional promotional permission, contact support@petaureli.com. We will stop future use where reasonably possible, subject to applicable law and materials already lawfully published or distributed.

Before dispatch, completed products may be reviewed for reasonable quality standards relating to production, assembly, presentation, and order accuracy.

Quality control is intended to identify material production issues before the piece begins international shipping.

If the finished item is materially defective, damaged, incorrect, or materially different from the customization confirmed for your order, please contact us.

We may ask for photographs and order information so that we can understand the issue and determine an appropriate resolution.

Depending on the circumstances, this may involve a remake, replacement, repair, partial refund, refund, or another appropriate solution.

Full details are available in our Refund & Returns Policy.

Nothing in this policy is intended to remove or limit any mandatory consumer right that applies under applicable law.

Rules concerning personalized products, cancellation, non-conforming goods, defects, refunds, repair, and replacement may vary depending on the customer's country or region.

If you have questions about your pet photograph, artwork, proof, customization, approval, or production status, please contact us.