Refund policy
Returns and refunds
Most items in our store are Personalised Goods — dog portraits made from a photo you provide and produced to your specifications. Under Section 1837 of the Czech Civil Code (in line with EU consumer law), Personalised Goods are excluded from the standard 14-day right of withdrawal, as they cannot be resold once production has started.
Money-Back Guarantee (Personalised Goods)
We back every personalised portrait with our Money-Back Guarantee. If you are not satisfied with your delivered portrait, you may make a claim within 14 days of delivery via our contact form at barkandframe.com/pages/contact, selecting "Order Issue / Complaint". Please state your order number, describe how the portrait does not meet your expectations or match the photo provided, and attach photos of the item received.
Once we receive and assess the returned item (shipped back at your own expense, within 14 days of receiving our instructions), we will either remake the portrait once at no additional charge, or refund the purchase price actually paid for the item — at our discretion. Refunds exclude delivery costs and any additional services, and are issued to your original payment method within 14 days of receiving the returned item. Returned items are not sent back to you.
This guarantee does not cover changes you requested or approved yourself, minor artistic, colour or printing variations consistent with our style, damage occurring after delivery, or issues caused by photos that did not meet our Photo Guidelines.
Non-personalised items
For any non-personalised items, you may withdraw from your purchase within 14 days of delivery, in accordance with statutory consumer rights.
Faulty or defective items
All goods are covered by the statutory 2-year warranty against defects. To make a claim, contact us at customercare@barkandframe.com; we will confirm and resolve claims within 30 days.
Contact
Full terms: see our Terms and Conditions.