Return and Refund Policy

At VIAFIDO LLC, we strive to provide the highest quality custom pet portraits and personalized products. If you are not satisfied with your order, please review our return and refund policy below:

Quality Guarantee

We want you to be delighted with your purchase. If you receive a product that is defective or damaged, please contact us within 30 days of receiving the item. We will investigate and, if necessary, send a complimentary replacement or offer a refund.

Free Unlimited Revisions

We offer free unlimited revisions for the artwork until you are fully satisfied.

Full Refund on Unsatisfactory Artwork

If you are not satisfied with the artwork before approval, you are eligible for a full refund. However, once the artwork is approved, we cannot offer refunds except in cases of damaged or lost products.

Color Consistency

While we use the same print machines, paper types, and processes to ensure color consistency, minor variations can occur. These variations are within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or Damaged Products

If you receive defective or damaged products due to manufacturing issues, we will cover the costs of a new order. This includes damage to the delivered products, errors in the number or quantity, or lack of quality.

No Returns on Personalized Products

As our products are personalized and made specifically for each order, we do not support returns. If you need a replacement due to a defect or damage, we will arrange that at no additional cost.

Lost Orders

If your package is lost in transit, please contact us within 30 days from the estimated delivery date. We will send a replacement order on your behalf.

Returned to Sender

For orders returned to the sender due to incorrect address, recipient rejection, or unclaimed packages, please place a new order. We will arrange for a product price refund for the new order, but you will need to cover the shipping costs.

European Union 14 day cooling off period 

Please note that due to the personalized nature of our custom pet portraits, the 14-day cooling-off period does not apply. Once your order is confirmed and work on your custom artwork has begun, cancellations and refunds are not available. If you have any questions or concerns, please contact our customer support team for assistance.

 

Contact Us

For any issues or concerns with your order, please reach out to our customer support team at viafido.official@gmail.com.

 

 

 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at viafido.official@gmail.com.