Terms of Service

These Terms of Service (“Terms”) govern your use of feltpetportraits.com and your inquiries, quotes, orders, and communications with Felt Pet Portraits (“Felt Pet Portraits,” “we,” “us,” or “our”). Felt Pet Portraits is operated by Emma, a felt artist who creates made-to-order pet portraits from customer-provided references.

By using the website or placing an order, you agree to these Terms and the policies incorporated into them, including our Privacy Policy, Refund Policy, and Shipping Policy. If an order confirmation or written quote contains product-specific terms, those terms also form part of the agreement for that order.

Nothing in these Terms limits a consumer right that cannot lawfully be excluded or restricted.

1. Eligibility and Authority

You must be old enough to enter into a binding contract where you live. If you place an order for another person or on behalf of an organization, you confirm that you have authority to do so and that the delivery recipient has agreed to receive the shipment.

You may not use the website or our services for an unlawful, fraudulent, abusive, or unauthorized purpose.

2. The Nature of Custom Felt Artwork

Each accepted commission is made for a particular customer and pet. Wool and other fibers are shaped by hand from the photographs, descriptions, options, and priorities agreed for the order.

You acknowledge that:

• Felt artwork is an artistic interpretation, not a photograph, digital scan, taxidermy specimen, or guaranteed exact replica.
• Fiber texture, scale, construction, pose, and the limitations of available photographs affect the final result.
• Screens, cameras, lighting, and image editing may display colors differently from the physical artwork.
• Small handmade variations are normal and are not automatically defects.
• Not every marking, hair, accessory, pose, or anatomical detail is feasible at every size.
• Finished dimensions may have a reasonable handmade tolerance unless the order confirmation states an exact requirement.
• The artwork is intended for decorative display unless the product description expressly states another use. It is not a toy and should be kept away from children and pets.

We do not promise that a portrait will produce a particular emotional response or provide therapeutic, grief, or health benefits.

3. Inquiries, Quotes, and Order Acceptance

An inquiry does not reserve a commission slot and does not require either party to proceed. We may review the requested format, size, pose, photos, deadline, destination, and any proposed pet-hair inclusion before deciding whether the work is feasible.

A product page, price guide, automated acknowledgment, or cart submission is an invitation to place an order, not necessarily final acceptance. An order becomes binding when we confirm acceptance and receive the payment required by the applicable checkout, invoice, or written quote.

We may decline or cancel a request before acceptance if, for example, the references are insufficient, the requested material or destination is not feasible, a price or description contains an obvious error, the request infringes another person’s rights, or we cannot safely or lawfully complete it. If we cancel after taking payment and no lawful deduction applies, we will refund the relevant amount.

4. Order Scope and Customer Responsibilities

Before paying, review the product, size, number of pets, pose, framing or display format, accessories, important markings, price, estimated schedule, shipping destination, and any special terms.

You are responsible for:

• Providing accurate contact, billing, and delivery information.
• Explaining the features that matter most to the likeness.
• Supplying photographs that you have permission to use.
• Identifying which image best represents true coat color and which expression or pose should lead the work.
• Checking the written order summary and promptly reporting errors.
• Responding within any review period stated in the order communications.
• Following private instructions for pet hair or other approved customer-supplied material.
• Paying duties, taxes, or fees assigned to you under the order or applicable law.

If references conflict or omit a feature, Emma may ask a question or use reasonable artistic judgment. Delays in receiving necessary information, payment, approval, or material may move the estimated completion date.

5. Photographs and Other Customer Content

You retain ownership of eligible content you provide. You grant Felt Pet Portraits a limited, non-exclusive right to copy, crop, compare, annotate, store, and otherwise use that content as reasonably necessary to assess, create, document, support, and deliver your commission.

You confirm that you own the content or have permission to provide and use it for this purpose. You must not send content that is unlawful, infringes intellectual property or privacy rights, or exposes another person without appropriate permission.

Commission permission is not portfolio permission. We will not treat your purchase alone as consent to publish your reference photos, personal story, name, review, or identifiable communications. Any public or marketing use will follow the Privacy Policy and any separate permission you provide.

6. Prices, Currency, Taxes, and Payment

The price displayed for a base option may not include every size, additional pet, accessory, shipping charge, tax, duty, payment fee, or special request. The final scope and amount are those shown in the accepted order confirmation, checkout, or written quote.

Unless stated otherwise, website benchmark prices are displayed in U.S. dollars. Your bank or payment provider may apply exchange rates or fees. You are responsible for confirming the amount and currency before payment.

Prices for future orders may change. A later price change does not alter an already accepted order unless both parties agree to a change in scope or applicable law requires an adjustment.

If a deposit, staged payment, or balance payment applies, the amount, due dates, and cancellation treatment must be disclosed before you pay. We may pause work or delivery while an amount is overdue. Any legally required refund remains governed by applicable law and our Refund Policy.

7. Changes Requested After Ordering

Contact us immediately if you need to correct an order. A request is not accepted until we confirm it in writing.

Changes to size, pose, pet, reference image, number of subjects, accessories, material, frame, destination, or deadline may affect feasibility, price, queue position, production time, and shipping. We may issue a revised quote or decline a change after work has begun.

Correcting an agreed feature is different from replacing the original concept. Work needed because the customer changed the brief, supplied inaccurate information, or introduced a new reference after production began may require an additional fee.

8. Estimated Schedule and Delays

Every schedule is commission-specific. The total time may include:

1. Inquiry and feasibility review.
2. Quote acceptance and payment.
3. Receipt of complete photographs and instructions.
4. Inbound delivery and inspection of approved pet hair, if applicable.
5. Queue time before active work.
6. Active creation time.
7. Customer response and any agreed adjustments.
8. Packaging, dispatch, carrier transit, customs, and final delivery.

Production time is not shipping time, and inbound pet-hair transit is not production time. A requested event date is not guaranteed unless we expressly accept it in writing.

If a material delay occurs, we will communicate an updated estimate and provide any cancellation or refund option required by applicable law. Events outside reasonable control may include carrier disruption, customs inspection, severe weather, illness, supply interruption, public emergency, power or network outage, and government action.

9. Preview, Approval, and Revisions

A preview or revision stage applies only if it is included in the product description, quote, or order confirmation. Where provided:

• The preview is intended to identify whether the agreed features have been represented, not to redesign the commission without limit.
• Requests should be specific and made within the response window stated in the message accompanying the preview.
• Reasonable minor adjustments within the agreed scope may be included when feasible.
• New concepts, substantial pose or structure changes, or changes caused by newly supplied references may require a fee and additional time.
• Fiber color shown in preview photographs may differ slightly because of lighting and screens.

If you approve the work, or do not respond after reasonable reminders and the disclosed response period, we may proceed as stated in the order communications. Approval does not waive rights relating to damage, misdelivery, or a defect that could not reasonably be seen in the preview.

10. Customer-Supplied Pet Hair

Pet-hair inclusion is available only when Emma approves it for the specific product and material. Do not mail anything until you receive private instructions and an order reference.

Before sending pet hair, you agree to:

• Send only the approved type and minimum practical quantity of clean, completely dry material.
• Seal and label it exactly as instructed.
• Use a lawful shipping method and accurate customs description.
• Check carrier, import, export, and destination restrictions.
• Use tracking where available and keep proof of shipment.

International movement of animal-origin material may be restricted, delayed, returned, confiscated, or destroyed by carriers or authorities. We cannot authorize a shipment that violates law or carrier rules, and we cannot guarantee receipt of material while it is in third-party transit.

Once accepted at the studio, we will use reasonable care to identify and separate the material by order. The planned use of the hair and the handling of any unused portion will be confirmed before shipment. Do not assume unused hair will automatically be returned. Because the material may be emotionally important and irreplaceable, send no more than the amount requested and retain a portion when possible.

We may refuse wet, contaminated, unsafe, excessive, unapproved, unidentified, or unlawfully shipped material. Any return, disposal, or additional shipping cost will be handled as stated in the order communications and subject to applicable law.

11. Shipping and Delivery

Shipping destinations, methods, rates, tracking, insurance, and estimates are described at checkout or in the written quote. The customer must provide a complete deliverable address and promptly correct any error before dispatch.

Carrier and customs estimates are not guaranteed delivery dates. Duties, import taxes, brokerage, inspection, remote-area charges, or similar fees are the customer’s responsibility unless checkout or applicable law states otherwise.

Please inspect the package promptly and preserve the artwork, packaging, label, and photographs if it arrives damaged or incorrect. Follow the notice and claim steps in our Shipping Policy and Refund Policy.

12. Cancellations, Returns, and Refunds

Because each accepted portrait is personalized, ordinary change-of-mind returns may not be available. Cancellation eligibility also changes as planning, material preparation, and handwork progress.

The complete rules, including treatment of any disclosed deposit, pre-production cancellation, work already begun, defects, transit damage, and legally required remedies, are in our Refund Policy. That policy does not remove any non-waivable consumer right.

13. Care and Use

The customer is responsible for following the care instructions supplied with the product. Unless a product description expressly states otherwise, felt artwork should be kept dry, handled gently, protected from direct sunlight, smoke, oils, pests, rough brushing, small children, and pets, and displayed securely.

Damage caused by misuse, unsuitable display, moisture, cleaning products, unauthorized repair, normal fiber movement, or failure to follow care instructions is not a manufacturing defect, subject to applicable law.

14. Intellectual Property

The website, brand name, logos, product copy, original studio photographs, layout, and original artwork images are owned by or licensed to Felt Pet Portraits and are protected by applicable intellectual-property laws.

Buying a physical portrait transfers ownership of that physical item after full payment, but does not transfer copyright or grant a right to reproduce, manufacture, tokenize, train an artificial-intelligence model on, sell copies of, or commercially exploit the design or studio images.

You may photograph your purchased portrait for personal, non-commercial use. Contact us before any commercial, publication, merchandising, or promotional use.

15. Reviews and Public Submissions

If you voluntarily publish a review, tag, or public post, it remains subject to the platform’s terms. We will seek appropriate permission before reproducing identifiable content in our own advertising where required.

Reviews must be truthful and must not contain another person’s private information, unlawful material, malicious code, or content that infringes rights. We may remove content from areas we control where reasonably necessary for legal, safety, privacy, or platform reasons, but we will not suppress a genuine review merely because it is critical.

16. Website Use and Prohibited Conduct

You may not:

• Interfere with the website’s security or operation.
• Introduce malware, scrape protected content at unreasonable scale, or attempt unauthorized access.
• Use false identities or payment information.
• Copy, resell, or exploit website content without permission.
• Submit unlawful, infringing, abusive, threatening, or deceptive material.
• Use the website to violate sanctions, customs, consumer, privacy, intellectual-property, or other applicable law.

We may restrict access or reject an order where reasonably necessary to protect customers, the studio, the website, or legal compliance.

17. Third-Party Services and Links

The website may use or link to third-party services for payment, messaging, forms, analytics, maps, social media, and shipping. Those services are governed by their own terms and privacy notices. We are not responsible for a third party’s independent website or service, but this does not remove responsibility we have under applicable law for providers acting on our behalf.

18. Disclaimers

We aim to keep website information accurate, but availability, queue status, prices for future orders, and third-party delivery estimates can change. We may correct an obvious error before accepting an order. We do not guarantee uninterrupted website access.

To the extent permitted by law, the website and general informational content are provided on an “as available” basis. Product-specific commitments are those expressly included in the accepted order.

19. Limitation of Liability

Nothing in these Terms excludes liability that cannot legally be excluded, including applicable liability for fraud, willful misconduct, death or personal injury caused by negligence, or mandatory consumer remedies.

To the extent permitted by law, Felt Pet Portraits is not liable for indirect, incidental, special, or consequential loss that was not reasonably foreseeable when the contract was made. For a claim arising from a particular order, our aggregate contractual liability will not exceed the amount paid for that order, except where a higher remedy is required by law.

We are not responsible for delay or failure caused by inaccurate customer information, unapproved shipments, unlawful material, a customer’s failure to respond, or events outside reasonable control. These limitations do not excuse us from using reasonable care or providing a remedy required by law.

20. Dispute Resolution and Applicable Law

Please contact us first so we can try to resolve a concern directly. Nothing in this section prevents either party from seeking urgent legal relief or using a consumer-protection process available by law.

These Terms are governed by the laws applicable to the place where Felt Pet Portraits is legally established, without depriving a consumer of mandatory protections available in the consumer’s country or region. Any court or dispute forum will be determined by applicable law and any valid agreement made for the order.

21. Changes to These Terms

We may update these Terms for future website use and future orders. The revision date will appear at the top. A material change will not retroactively replace the agreed terms of an accepted order unless both parties agree or the law requires it.

22. Severability, No Waiver, and Entire Agreement

If part of these Terms is found unenforceable, the remaining parts continue to apply to the extent permitted by law. A delay in enforcing a right is not a waiver of that right.

These Terms, the policies they link to, and the accepted order confirmation or quote form the agreement for the order and replace prior discussions about the same scope. A product-specific written term controls over a general website term if the two directly conflict, except where law requires otherwise.

23. Contact

Questions about these Terms or an order can be sent through:

• WhatsApp: +86 183 9671 6150
• Online inquiry form

Do not send pet hair or any other physical material until Emma has accepted the request and provided private written instructions.