A portrait you can feel good about

Love it or we remake it.

Today’s previews and reservations are free. Checkout has not opened, so there is no payment to refund. To cancel a reservation or request portrait deletion, email hello@lucenpets.com. Portraits expire after 30 days.

Our promise when checkout opens

If the portrait doesn't look like your pet, we repaint it free or refund the digital. Contact us with the preview or order reference and explain what we missed. We will work from your original photo and the details you provide. You do not need to accept a visibly incorrect portrait.

Damaged, defective or incorrect canvases

If a canvas arrives damaged, misprinted or different from your accepted order, contact us as soon as you can, ideally within 30 days of delivery. Include the order reference and clear photos of the problem and packaging where available. This suggested reporting period does not shorten any mandatory statutory right. We will offer a replacement at no cost or a refund for the affected item, including any delivery charges paid for it. If a return is necessary, we will provide instructions and cover the reasonable return cost for a confirmed defect. Do not send a canvas back without contacting us first.

Change of mind and cancellation

Each canvas will be printed specifically for your order. Contact us immediately if you need to cancel or change it. We can cancel before production starts; after production starts we may be unable to stop it. We do not offer change-of-mind returns for correctly produced custom canvases except where applicable law requires them. This does not affect remedies for defects, misdescription, our likeness promise or shipment delays.

For digital purchases, inspect your preview before checkout. If the delivered file is corrupt, missing or materially different from the accepted preview, we will provide a working replacement or refund. A successful download does not remove your rights for a faulty file or our likeness promise.

Delayed or missing delivery

When sales open, the delivery estimate will be shown before purchase. If we cannot ship within the promised time, we will notify you, propose a revised date and offer cancellation with a refund where required. If tracking indicates a lost package, contact us and we will investigate with the provider and arrange an appropriate replacement or refund. Please check your delivery address before ordering.

Requesting and receiving a refund

Email hello@lucenpets.com with your order number, the email used for purchase and a short explanation. We will review the request and tell you the outcome or what additional details are needed. Approved refunds will be returned to the original payment method promptly within applicable legal deadlines. Bank processing can take additional time. We will not require store credit in place of a refund you are entitled to receive.

Your rights

This is the planned launch policy; the policy shown at checkout will govern future purchases. It supplements, and does not restrict, mandatory consumer rights under applicable Swiss or US law. There are no paid orders in this Phase 1 service. See our Terms for further details.

Last updated: October 23, 2026.