Because every REMELLE portrait is custom-made and personalised for your pet, we generally cannot accept returns, exchanges or refunds for change-of-mind purchases once your portrait has entered production.

Before production begins, you'll receive a 3D preview of your portrait for approval. We encourage you to carefully review your preview and request any reasonable adjustments before giving your approval.

Once you have approved the design and production has begun, changes or cancellations may no longer be possible.

This does not affect your rights under the Australian Consumer Law.

If you receive a portrait that is different from what you ordered, or your portrait arrives damaged, please contact us before returning anything.

Send us your order number and clear photos of the portrait and packaging at hello@remelle.com.au.

We'll review the issue and, where appropriate, arrange a replacement, repair, refund or other suitable remedy.

We take great care when creating, inspecting and packaging every REMELLE portrait.

If your portrait arrives damaged, defective, or has a significant issue, please contact us as soon as possible so we can review the problem and determine the appropriate solution.

Please email hello@remelle.com.au with your order number, a description of the issue, and clear photos of the portrait and packaging.

Please keep the original packaging until your issue has been resolved.

Because every REMELLE portrait is individually created for your pet, refunds are not generally available for change of mind after your 3D design has been approved or production has begun.

If your portrait arrives damaged, faulty, incorrect, or you have a concern covered by your consumer rights, please contact us at hello@remelle.com.au so we can review the issue and find the appropriate solution.

Any approved refund will generally be processed to the original payment method.

If you need to cancel your order, please contact us as soon as possible at hello@remelle.com.au.

We may be able to accommodate a cancellation if your order has not yet entered production.

Once production has started, cancellation may no longer be possible as your portrait is being individually created for you.

Every REMELLE portrait is created using the information supplied by you.

Please make sure your pet's name, photos, personalisation details, special instructions and shipping address are correct before placing your order.

If incorrect information is provided and the portrait is created according to those details, we may not be able to provide a replacement or refund solely because the information supplied was incorrect.

If you notice an error before production begins, please contact us immediately at hello@remelle.com.au and we'll see what we can do.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Australian consumers have automatic consumer guarantees when purchasing goods and services. Depending on the circumstances, these guarantees may provide rights to a repair, replacement, refund or other remedy.

Our change-of-mind policy does not affect your rights under the Australian Consumer Law.