Returns and refunds

Last updated October 27, 2026.

Our refund policy: every portrait is made to order from your photos. All sales are final. We do not accept returns, and we do not give refunds for a change of mind, except that you can cancel an order placed before your portrait was made within 30 minutes of ordering. We do not remake or refund a portrait you approved in a free preview because of how it looks. For an order placed before your portrait was made, we replace a damaged or wrong print reported within 48 hours of delivery. We remake, resend, reprint or refund only in the cases this page, our Terms and our Shipping page describe.

This page is the limited warranty of Dava Labs LLC, doing business as Artmoe. It covers the person who placed the order, for orders delivered in the United States.

Orders after a free preview

You approve your portrait before you buy

Your portrait is digitally painted from your photo, and it does not always get every marking, color or feature right. That is why the preview is free. What you buy is the image in your preview, at full resolution and without the watermark.

Before you buy, please look at the preview closely and make sure you are happy that it looks like your pet. If it does not, do not buy it: you can try again with another photo or another style at no cost. Once you buy, you have approved the portrait as shown.

If your digital file is not what you approved

If your file does not arrive, will not open, or is not the image shown in your preview, write to hello@artmoe.com within 30 days of your order. We send the correct file or, if we cannot, refund you.

Damaged or misprinted prints

If a print arrives damaged, or is not the image you ordered, send us a photo of it and of the packaging within 30 days of delivery. We reprint it free or, if we cannot, refund it. We may ask you to keep the damaged print until we have sorted it out; we will not ask you to pay to send it back.

Small differences in color between your screen and the paper are normal and are not misprints.

Orders placed before your portrait was made

When you order on our site before your portrait is made, it is digitally painted from your photo after you pay. These are the promises for that kind of order. To use any of them, write to hello@artmoe.com from the email address on your order.

Changing or canceling

For 30 minutes after you order, you can change your order or cancel it for a full refund. To change it, we cancel it with a full refund and you order again as you want it. After those 30 minutes, your order can no longer be changed or canceled, except as our Shipping page says if we cannot ship your print on time.

Our 100% satisfaction guarantee

Every order includes the artwork proof, free. If you do not love your preview, write to hello@artmoe.com before it is approved and we refund everything you paid, whatever the reason. Once a version is approved, by you or because you did not answer in time, it is printed and the promises below apply.

With the artwork proof

We email you your portrait within 24 hours of your order, and nothing is printed until it is approved. Before you approve it, you can ask for up to three changes, free. A version you have not answered 48 hours after it is ready for you is approved and printed; we email you a reminder first.

Without the artwork proof

You first see your portrait when your print ships or, if you bought the digital file, when the file comes by email once your portrait is made.

If it does not look like your pet

We make your portrait again once per order, free, if it does not look like your pet. This applies to an order without the artwork proof, and to an order whose proof was approved because you did not answer. It does not apply to a change of mind, to the look you chose (your dog’s head and chest on one plain background), to small differences in color between your screen and the paper, or to a portrait made when our photo check flagged every photo you sent and you chose to use them anyway.

1. Write to hello@artmoe.com within 60 days of your order, or within 14 days after your print is delivered if that is later. Tell us what is not like your dog and, if your print has arrived, send a photo of it. We delete your photos 30 days after you upload them, so we may ask you to send them again.
2. We make your portrait again and email it to you before we print it. If you are happy with it, or do not answer within 48 hours, we print it and send it to you free, in the same size and frame, with a new digital file if you bought one. If your first print was already made, you keep it.
3. If the remade portrait still does not look like your dog, tell us within 14 days after its print is delivered; if you tell us within those 48 hours, we do not print it. We then compare it with your photos and email you what we found, with the two side by side. If it does not show the coat colors, markings or face your photos clearly show, we refund everything you paid for the order, and you keep what you have. If it does, we print it, if we have not already. We compare once for each remake. If you disagree with what we found, write to us; you keep your rights under the law.

Your photos

Your portrait can only be as good as your photos. Our photo check is automatic and can be wrong, and it lets you use some of the photos it flags anyway. We leave out leashes. Collars and harnesses are left out too, unless you choose to keep them. We cannot take special requests.

Your digital file

If you bought the digital file and it does not arrive, will not open or is not the portrait made for your order, write to hello@artmoe.com within 30 days of your order. We send the right file or, if we cannot, refund what you paid for it.

Damaged or wrong prints

Please open your package the day it arrives. If your print or frame arrives damaged, or is not what you ordered, write to hello@artmoe.com within 48 hours of delivery, with photos of the print and of the box. We send you the same print again, free, or, if we cannot, refund what you paid for it, with its tax. After those 48 hours this offer ends, but any rights the law gives you stay. We will not ask you to pay to send the damaged print back.

Prints that do not arrive

If the carrier’s tracking does not show delivery and your print has not arrived, tell us within 30 days of the latest estimated delivery date and we reprint or refund it, as you prefer.

If the address you gave at checkout was wrong or incomplete, we can send a new print, but at our cost of reprinting it.

Prints marked as delivered, and stolen packages

A print that the carrier’s tracking shows as delivered to the address you gave us has been delivered. We are not responsible for a package that is stolen or goes missing after that.

If this happens to you, please check with neighbors and anyone who may have taken it in, then write to us within 14 days of the delivery date. We will ask the carrier to trace the package. If it is not found, we can send a replacement at our cost of reprinting it. Your digital file, if you have one, stays yours either way.

If packages are not safe at your door, please have your print sent to an address where someone can receive it.

How refunds are paid

Refunds go back to the card or payment method you used, within 10 business days of our telling you the refund is approved. A person decides every refund, not a machine. Your bank may take a few more days to show it. If a print is refunded, your digital file, if you have one, stays yours.

Before you dispute a charge

Please write to hello@artmoe.com first; we can usually put things right faster than a bank dispute can.

What this warranty does not cover

The remedies on this page are your only remedies for a portrait or print that is not right. As our Terms explain, we are not responsible for incidental or consequential losses, and any implied warranty on a print lasts only 30 days from delivery or, where this page offers to make your portrait again, until your time to ask for that ends, if later.

Some states do not allow the exclusion or limitation of incidental or consequential damages, or limits on how long an implied warranty lasts, so the limits above may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Nothing here takes away rights that the law gives you and does not allow to be waived.

Contact

Dava Labs LLC, doing business as Artmoe, 418 Broadway #7338, Albany, NY 12207. Email hello@artmoe.com.