Refund policy
Every wynn + wilde artwork is individually created from your photograph as a custom artwork of your specific pet, then made to order in the collection, palette, size and frame you select.
Because your artwork is created specifically for you and your pet and cannot be resold, we do not accept returns, exchanges or refunds for change of mind. This does not affect your rights if there is something wrong with the artwork you receive.
Damages and issues
Please inspect your artwork when it arrives and contact us as soon as possible if it has been damaged in transit, has a printing or framing fault, or you have received the wrong item.
Email (hello@wynnandwilde.com) with your order number, a description of the issue and clear photographs of the artwork.
For transit damage, please also include photographs of the original packaging and keep both the artwork and packaging until we have resolved your claim, as they may need to be inspected.
Where possible, please notify us of transit damage within 7 days of delivery. For customers in Australia, this timeframe helps us make a claim with our production and delivery partners and does not limit your rights under the Australian Consumer Law.
When we'll put things right
We'll provide an appropriate remedy if:
- Your artwork arrives damaged
- There is a printing or framing fault
- You receive the wrong size, collection, palette or frame
- We make an error in your pet's name
- Your artwork is materially different from an artwork review you approved
- Your artwork does not meet our recognisability standard
Our recognisability standard is simple: your pet should be recognisable as your pet, with the distinguishing markings and visible details that make them individual carried into the artwork.
If we've missed an important marking or the finished artwork does not reasonably read as your pet from the photograph you provided, contact us and we'll review it with you.
What isn't considered a fault
Each wynn + wilde collection is a stylised interpretation of your photograph rather than a photographic reproduction.
The following are not considered faults:
- Your pet appearing in the pose, position or expression shown in your photograph
- Collars, harnesses, bandanas or other accessories visible in your photograph appearing in the finished artwork
- Limitations resulting from the quality or content of the photograph you provided
- Slight differences between colours displayed on your screen and those in the finished print
- The natural texture of fine art paper being visible in the finished print
- A size you selected not suiting your space as you expected
Exact artwork dimensions are shown before you order. Our Photograph guidelines explain how the photograph you provide affects the finished artwork and how to choose one for the best result.
Artwork reviews
If you add an artwork review to your order, we'll send your artwork to you for approval before it goes to print, with one minor refinement included.
Once you approve your artwork, we generally cannot provide a remake or refund for something that was clearly visible in the version you approved, such as its composition, palette, crop, treatment of markings or the spelling of your pet's name.
Printing or framing faults, transit damage, or an error introduced after your approval are still covered.
For customers in Australia, approving your artwork does not limit any rights you have under the Australian Consumer Law.
Remedies
If there is a problem covered by this policy, contact us (hello@wynnandwilde.com) with your order number, a description of the issue and clear photographs.
For customers in the United States, we will remake your artwork where appropriate. If a remake is not appropriate, we will provide a refund. Your rights under applicable state consumer protection laws are unaffected.
For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where there is a major failure, you are entitled to choose between a replacement and a refund, as well as any other remedies available to you under the law. For a minor failure, we may choose to remake the artwork or provide another appropriate remedy.
If we need an artwork returned because of a fault or damage covered by this policy, we'll provide return instructions and cover the reasonable cost of return shipping. Please do not return an artwork without contacting us first.
Refunds
If a refund is approved, it will be issued to your original payment method within 10 business days of approval.
Your bank or card provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us (hello@wynnandwilde.com).