Refund policy
Custom Product Policy
All personalized KokoHearts portraits are custom-made specifically for you and your pet. Because each portrait is made to order, we do not accept returns, exchanges, or refunds for change-of-mind purchases once the artwork process has started.
Every portrait is digitally illustrated by a real artist from the reference photos you provide—not produced by a one-click AI filter. Our goal is to capture your pet’s unique appearance, expression, colors, and personality.
Photo & Artwork Service
You do not need to worry about having the “perfect” photo. Simply upload the photo you love most.
Our artists personally review every order before beginning the artwork. If we need a clearer or additional reference photo, we’ll contact you by email within 24 hours.
We create each portrait based on the photos you provide while preserving your pet’s natural appearance, expression, colors, and character. If you have any special requests, please include them with your order.
Artwork Preview & Revisions
Before printing, we’ll send you a digital preview for approval.
Unlimited standard revisions are included free of charge, such as minor detail changes, color corrections, and small refinements to the original portrait.
Major revisions cost $20 each. Major revisions include changing the main reference photo, pose, composition, or other substantial elements.
Before charging you or continuing with a paid major revision, we’ll explain the requested change and get your confirmation.
72-Hour Preview Response
You may reply within 72 hours after the artwork preview is sent to request changes or ask us to pause your order.
If we do not hear back within 72 hours, we will treat the preview as approved and move the order into production.
Order Cancellation
Orders may be changed or cancelled within 12 hours of purchase at no additional cost.
After 12 hours, changes or cancellations are subject to approval because our artist may have already started working on your portrait.
Once the artwork process has started, the order cannot be cancelled or refunded.
Replacement Policy
We’ll provide a free replacement if you receive:
- An incorrect item, such as the wrong portrait, size, or frame
- A product with a confirmed printing defect
- A product damaged during shipping
It is best to contact us at support@kokohearts.com within 48 hours of delivery and include clear photos of the item and its packaging. If more than 48 hours have passed, please still contact us; the 48-hour window is a recommended contact time, not an automatic reason to reject a claim. Once the issue is confirmed, we’ll arrange a replacement at no additional cost.