Terms & Conditions

These Terms & Conditions (“Terms”) govern your use of the Soul Pet Studio website and any purchases made through our website, customer service channels, or other official sales channels. By accessing our website or placing an order, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use our website or place an order.

1. About Us

Soul Pet Studio
Email: [email protected]
WhatsApp / Customer Service: +44 7740530337

2. Eligibility

By placing an order, you confirm that:

• you are legally capable of entering into a binding contract;
• the information you provide is true, accurate, and complete;
• you are authorized to use the payment method provided.

3. Products and Custom Orders

Soul Pet Studio offers custom-made pet portraits, keepsakes, and related personalized products.

Because many of our products are made to order and personalized based on customer-submitted photos, notes, and preferences, each item is unique. Minor variations in color, texture, proportion, shape, framing, stitching, wool placement, or other handcrafted details may occur and do not automatically constitute defects.

Product images, mockups, and examples on our website are for general illustration only. While we aim to create a result that closely reflects the reference photos and agreed style, exact duplication of a live animal’s appearance or a digital image is not guaranteed.

4. Customer Photos and Reference Materials

When placing or discussing a custom order, you may be asked to submit pet photos, names, inscriptions, design preferences, or other reference materials.

You are responsible for ensuring that:

• the photos and materials you provide are clear enough for production;
• you have the right to share them with us;
• your instructions are accurate and complete.

We reserve the right to decline or cancel an order before production begins if:

• the photos are of insufficient quality;
• the request is not feasible;
• the requested customization is unclear or impractical;
• we believe the request is inappropriate, unlawful, or outside our production scope.

5. Order Review and Approval

For custom orders, our team may contact you to confirm feasibility, style, design details, production expectations, and any required changes before or during production.

It is your responsibility to review any previews, confirmations, or clarification requests we send and to respond in a timely manner. Delays in your response may result in longer production or delivery times.

Once production has materially begun, changes may be limited, refused, or subject to additional charges, depending on the stage of work already completed.

6. Pricing and Payment

All prices displayed on our website are shown in the stated currency unless otherwise specified.

We reserve the right to change prices at any time before an order is placed. However, the price you pay will be the price confirmed at checkout or otherwise agreed through our official order process.

Payment must be made in full before production begins, unless we expressly agree otherwise in writing.

We reserve the right to refuse, cancel, or hold any order if:

• payment is not successfully authorized;
• fraud or unauthorized activity is suspected;
• pricing or listing errors are identified;
• the order cannot reasonably be fulfilled.

7. Production Time

Estimated production times are provided for guidance only and are not guaranteed unless expressly stated in writing.

Production timelines may vary depending on:

• order volume;
• product complexity;
• number of pets;
• customization requests;
• customer response time;
• holidays, supply issues, or unforeseen operational delays.

We are not liable for delays caused by incomplete information, delayed customer approvals, shipping carrier disruptions, customs processing, force majeure events, or other circumstances beyond our reasonable control.

8. Shipping and Delivery

We aim to package all orders carefully and ship them using available delivery services appropriate for the destination.

Estimated delivery dates are not guaranteed. Delivery times may vary depending on destination, customs clearance, local carrier performance, weather, and other external factors.

You are responsible for:

• providing a complete and accurate shipping address;
• paying any customs duties, import taxes, VAT, handling charges, or local fees that may apply in your country, unless expressly stated otherwise on our website.

We are not responsible for delivery delays, losses, or additional costs caused by incorrect address information provided by the customer.

Risk of loss or damage in transit may pass in accordance with applicable law and the shipping method used.

9. Cancellation, Returns, and Refunds

Because many of our products are custom-made or clearly personalized, orders may not be cancellable or returnable simply because you changed your mind, especially once production has started. Under UK distance-selling rules, personalized goods are generally exempt from the standard cancellation right, but this does not affect your rights if an item is faulty, not as described, or otherwise breaches applicable consumer law.

9.1 Before Production Starts

You may contact us as soon as possible if you wish to cancel an order before production starts. If we accept the cancellation, we may issue a full or partial refund depending on the stage of order review, design preparation, payment processing costs, and any non-recoverable expenses already incurred.

9.2 After Production Starts

Once production, design work, drawing, sculpting, felting, carving, or other custom work has materially begun, cancellations, refunds, or changes may be refused or limited.

9.3 Non-Returnable Items

Unless required by law, we do not accept returns for:

• custom-made items;
• personalized items;
• approved custom designs;
• orders refused due to customer preference changes after production.

9.4 Damaged, Faulty, or Incorrect Orders

If your item arrives damaged, faulty, materially incorrect, or not substantially as agreed, please contact us at [email protected] or +44 7740530337 within [7] days of delivery and provide:

• your order number;
• a description of the issue;
• clear photos of the product, packaging, and shipping label where applicable.

We may, at our discretion and subject to applicable law:

• offer a repair;
• offer a replacement;
• offer a partial refund;
• offer a full refund where appropriate.

We reserve the right to request reasonable evidence before approving any remedy.

9.5 Return Conditions

If we approve a return, the item must be returned in the condition reasonably requested by us and in accordance with our return instructions. Unauthorized returns may be refused.

10. Revisions and Artistic Interpretation

Because our products are handmade and customized, reasonable artistic interpretation is part of the creation process.

We may offer revisions, updates, or adjustments at our discretion, depending on:

• the product type;
• the production stage;
• the nature of the request;
• whether the request falls within the originally agreed scope.

Requests that materially change the pose, expression, color balance, style, number of pets, accessories, or other key elements may be treated as a new or expanded order and may incur additional charges.

11. Order Refusal and Account Misuse

We reserve the right to refuse service, limit quantities, cancel orders, or suspend access if we reasonably believe that:

• fraudulent or abusive behavior has occurred;
• payment information is unauthorized;
• the order violates these Terms or applicable law;
• the customer engages in threatening, abusive, or unreasonable conduct.

12. Website Content and Intellectual Property

All website content, including text, images, graphics, product layouts, branding, logos, and design elements, is owned by or licensed to Soul Pet Studio unless otherwise stated.

You may not copy, reproduce, distribute, republish, sell, or exploit any website content without our prior written permission.

If you submit photos, designs, messages, or other materials to us, you grant us a limited right to use them as necessary to review, create, fulfill, support, and administer your order.

We will not publicly use your custom-order materials in a personally identifying way for marketing without permission, but we may retain internal production and order records as reasonably necessary for business, legal, support, and dispute-resolution purposes.

13. Promotions, Discounts, and Gift Offers

Any promotions, discounts, bundled offers, free shipping offers, or gift offers are subject to availability and may be changed, withdrawn, or refused at any time before order confirmation, unless prohibited by law.

Promotions may not be combined unless expressly stated.

14. Limitation of Liability

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability relating to statutory consumer rights, fraud, or fraudulent misrepresentation. Under UK consumer law, statutory rights such as goods being of satisfactory quality, fit for purpose, and as described cannot simply be excluded by contract.

Subject to the above, and to the fullest extent permitted by law:

• we are not liable for indirect, incidental, special, or consequential losses;
• we are not liable for dissatisfaction arising solely from subjective preference where the product is materially consistent with the agreed custom style and description;
• our total liability in connection with any order shall not exceed the amount paid for the relevant product, except where applicable law requires otherwise.

15. Force Majeure

We are not responsible for failure or delay in performing our obligations where caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, supply disruptions, customs delays, carrier failures, pandemics, governmental actions, cyber incidents, or utility outages.

16. Privacy

Your use of our website and services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal data.

17. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of [England and Wales / your chosen jurisdiction], unless mandatory consumer protection laws in your country of residence apply and cannot legally be excluded.

18. Disputes

If you have a concern about your order, please contact us first at [email protected] or +44 7740530337 so we can try to resolve the issue promptly and fairly.

If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.

19. Changes to These Terms

We may update these Terms from time to time. The version displayed on our website at the time of your order will generally apply to that order, unless a change is required by law or clearly stated otherwise.

20. Contact Us

Soul Pet Studio
Email: [email protected]
WhatsApp: +44 7740530337