Refund policy

Since every order is personalized as per each customer's specifications, Soul Carbon is unable to offer returns. Your pet portrait is designed by skilled designers and is completely tailored exclusively to you.

However, customer satisfaction is our priority at Soul Carbon and if you are not satisfied with your pet portrait, please do not hesitate to get in touch with our team and we will look at what we can do to make things right.

Please note that if you have received an incorrect product or the specifications of the canvas are different from what you had originally ordered, we will replace it without question — in such a scenario, we urge you to let us know within 48 hours of receiving your order.

If you have just placed and order and don't want to proceed with your portrait, we do accept cancelations within the first 24 hours. If more than 24 hours have elapsed since you placed your order, our artists would have started working on your portrait and we will not be able to cancel the order.

Please also note that the portrait is based on the photo submitted and while our team thoroughly checks every submitted photo to ensure the best possible results, customers are responsible for providing a high resolution image that meets our photo guidelines. All examples of the artwork on our site were created using high quality photos — lower quality photos will result in less sharp depictions.