Refund policy

Digital shots

You see every shot as a free, watermarked preview before you pay, so you only buy what you've already seen.

• Every purchased shot includes 2 free re-shoots from My Kennel. A re-shoot makes the same scene again from the same photo, and usually fixes a shot that came out wrong, so please try them first.
• If a shot is still faulty after both re-shoots, ask within 30 days of purchase and we'll refund that shot in full.
• If you were charged twice, charged for a shot you never received, or a shot couldn't be made at all, we refund it straight away. No re-shoots needed.

A shot is faulty when, for example:

• It doesn't look like your dog: clearly the wrong breed, colouring or markings.
• Your dog is missing from the scene, or appears twice.
• Something is visibly broken: extra or missing legs, a warped face or eyes, melted paws.
• It isn't the scene you picked, or the file won't open or isn't the full 4K size.

We can't refund a shot that matches the preview you saw, including when:

• You've changed your mind, or would now prefer a different scene. Start a new shoot for that one.
• The photo you uploaded didn't follow the upload guidance (one dog, whole head and both ears in frame, good light), and that's why the likeness is off.
• You haven't used your re-shoots yet. Try them first and we'll take it from there.

When we refund a shot, its 4K download is removed from My Kennel. Keepsakes already made from it are covered by the keepsake rules below, not by the shot's refund.

Keepsakes

• Damaged, faulty or wrongly printed? Email us your order number and a photo of the item (and of the packaging if it arrived damaged) within 21 days of delivery. We'll reprint it free, and you don't need to send it back.
• If a reprint can't put it right, or the fault is a major failure under the Australian Consumer Law, you can choose a refund instead.
• Small colour differences between your screen and the printed product aren't a fault.
• Because keepsakes are personalised and made to order, we can't accept change-of-mind returns or swaps for another size or product once production has started.
• Not arrived? Allow up to 30 days from dispatch (tracking is in your shipping email). If it still hasn't arrived, tell us within 7 days after that and we'll trace it with the courier and resend it free, or refund it if we can't.
• A parcel that's late but still moving isn't eligible for a resend or refund. If tracking shows it was delivered, we'll open a claim with the courier, but we can't always resend.
• Please check your delivery address at checkout. If a parcel is returned or lost because the address was wrong or incomplete, we'll resend it once the delivery cost is paid again.

Gifts

Unredeemed gifts can be refunded to the buyer within 30 days of purchase. Once redeemed, the policies above apply to the recipient's shots and keepsakes.

How to ask

Email pawrazzi@gmail.com with your order number (it's in your receipt and in My Kennel). Refunds go back to the original payment method, usually within 5–10 business days.

Please talk to us before disputing a charge with your bank: while a dispute is open we can't reprint or refund that order.

These commitments are in addition to your rights under the Australian Consumer Law. See also our terms.