Refund & Replacement Policy

PrimaTails portraits and physical products are personalized for your pet. This policy explains how we handle generation failures and physical-product issues without changing any rights that apply under law.

Portrait-Generation Issues

If a core portrait generation fails to complete, the current credit system restores the reserved Portrait Credit to your account so you can try again. This is a credit restoration process; it does not promise a cash refund for a failed generation.

Portrait Credits and successfully delivered digital portrait files are personalized digital services. If you have a technical problem accessing a delivered item, contact PrimaTails Support so we can review the issue.

Change of Mind

Because physical products are made to order and personalized, PrimaTails does not offer routine returns or exchanges for a correctly produced item simply because a customer changes their mind or prefers a different artistic choice. AI-assisted portraits are artistic interpretations and can vary from the source photo; this alone does not establish a product defect.

Damaged, Defective, or Incorrect Orders

If a physical product arrives damaged, defective, or materially different from the item ordered, contact PrimaTails Support with your order reference and a description of the issue. We may ask for photographs of the item and, where relevant, its packaging so we can review the fulfillment issue.

After review, PrimaTails may work with the fulfillment provider to determine an appropriate next step, which can include a replacement or another available remedy. We do not promise a particular outcome before reviewing the order and evidence.

Shipment Problems

If tracking suggests a package may be delayed, lost, or delivered with an issue, contact PrimaTails Support with your order reference. We will review the available shipment information. See the Shipping Policy for shipping and tracking details.

Address and Cancellation Requests

Please contact support as soon as possible if you entered an incorrect shipping address or need help with an order. PrimaTails cannot promise that an address change or cancellation can be made once a personalized item has entered production or shipment.

Legal Rights

Nothing in this policy limits rights or remedies that apply under applicable law.