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 carefully hand-drawn by a real artist, not generated by AI. 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 small adjustments are included free of charge, such as minor detail changes, color corrections, and small refinements to the original portrait.

One major revision may be included free of charge when reasonable. Major revisions include changing the main reference photo, pose, composition, or other substantial elements.

Additional major revisions may require an extra artwork fee. We’ll always inform you of any additional cost before continuing.

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

Please contact us at support@kokohearts.com within 48 hours of delivery and include clear photos of the item and its packaging. Once the issue is confirmed, we’ll arrange a replacement at no additional cost.

Customer Satisfaction Commitment

Your satisfaction means everything to us. If you have any concerns about your artwork, please contact us before approving the final preview so our artists can make the necessary adjustments.

Because every portrait is custom-made, approval of the final artwork confirms that you are satisfied with the design and authorizes us to begin printing.

If you experience any other issue with your order, please contact us at support@kokohearts.com. We’ll review the situation carefully and do our best to make it right.