Refund policy

RETURN AND REFUND POLICY

At Lenny & Lolly, every piece of artwork is custom-drawn and printed specifically for your pet. Because our products are entirely personalised, our return and refund guidelines differ from standard retail policies.

ARTWORK PROOF AND REVISION POLICY

To ensure you love your portrait before it is printed, we email a digital artwork proof for your review prior to production.

  • 48-Hour Review Window: You have 48 hours from the time your proof is emailed to approve the artwork or request revisions.

  • Auto-Approval: If we do not receive a response within 48 hours, your proof will be automatically approved and dispatched to local production to prevent fulfilment delays.

  • What Counts as a Revision ("Revisit"): A revision round includes any feedback requesting updates to your proof, such as changing background colours or styles, tweaking minor facial or portrait details, or altering text. You may request multiple adjustments within a single revision round, provided all requests are submitted together in one email and fall within our standard product offerings.

  • Customer-Requested Photo Switch: Requesting to switch to a completely new pet photo after initial artwork creation has commenced requires creating a brand-new portrait from scratch and will incur an additional redesign fee.

  • Merchant-Requested Photo Upgrade: If we contact you immediately after your order is placed to request a higher-quality photo, this request incurs no additional fee. If a replacement photo is not provided following our request, we will proceed using your original image. In this event, Lenny & Lolly cannot take responsibility for reduced detail or quality in the final artwork resulting from a low-resolution or poor-quality initial photo.

  • Maximum Revision Limit (3 Rounds): Every order includes up to 3 revision rounds.

  • Final Resolution: In the rare event that you remain unsatisfied after 3 rounds of revisions, sales remain final and non-refundable due to the labour involved in custom artwork creation. You will be asked to select your preferred version from the artwork proofs created across those 3 rounds, which will then be sent to print.

  • Post-Approval Finality: Once an artwork proof is approved (either manually by you or automatically after 48 hours), no further changes, redesigns, or cancellations can be made.

EXEMPTION FOR CUSTOM AND PERSONALISED GOODS

Because every item is custom-made to your exact specifications, all sales of personalised artwork are final. Under UK Consumer Contracts Regulations, Article 16(c) of the EU Consumer Rights Directive, and Australian Consumer Law, custom-made goods are legally exempt from standard statutory cancellation and return rights. We cannot accept returns, cancellations, or refunds due to a change of mind or incorrectly selected sizes or options once design work or printing has commenced.

DAMAGED, DEFECTIVE, OR MISPRINTED ITEMS

If your order arrives damaged in transit, misprinted, or with a manufacturing defect, we will replace it free of charge.

  1. Contact us at hello@lennyandlolly.com within 14 days of delivery.

  2. Include your order number and clear photographs showing both the damaged item and the exterior packaging.

  3. Once verified, a free replacement will be printed and shipped to you immediately from our nearest local printing hub.

ADDRESS ERRORS AND CUSTOMER DETAILS

Please double-check your shipping address and option choices before completing checkout. We cannot issue refunds or free replacements for orders delivered to an incorrectly supplied address. Any reshipments required due to customer input errors will be subject to standard printing and shipping fees.