Refund policy

You approve before you pay

Every portrait is made to order from the photo you send, and you see it on screen before any payment. If you don't recognize your pet in it, close the tab: nothing is charged and there is nothing to refund. That is the moment this decision belongs to, and it is why the rest of this policy is short.

Cancelling after you pay

Printing starts as soon as your order is placed. Write to contact@mglm.ca within two hours of ordering and we will cancel and refund you in full, provided the file has not yet gone to the printer. After that, a canvas carrying your pet exists, and it cannot be sold to anyone else.

Damaged or faulty on arrival

Crease, scratch, warped bars, a printing flaw: within 14 days of delivery, send us a short video at contact@mglm.ca showing the canvas and the shipping label in one continuous shot. A video takes ten seconds to film and tells us more than a photo, which is why we ask for one.

We then reprint and reship at our cost. You keep the damaged canvas and return nothing. In rare cases we may ask for the canvas back before reprinting, and we pay the return shipping when we do.

Screen versus print

A canvas is printed with ink, not lit from behind, so small differences from what you saw on your screen are normal and are not a fault. A visible gap between the portrait you approved and the canvas you received is our mistake, and we reprint at our cost.

Lost in transit

If tracking shows no movement for 10 business days, or the carrier declares the parcel lost, we reprint and reship at our cost. You do not pay twice for a parcel you never received.

Change of mind

A canvas carries your pet, your chosen style and often a name. It is made because you chose it, and it can never be sold to anyone else, so we do not refund a change of mind after payment. You saw the portrait before paying.

The digital file

The high-resolution file is delivered digitally after purchase. It cannot be returned once delivered, for the plain reason that a file cannot be given back. If the file you receive is unusable, write to us and we will fix it or refund it in full.

How to reach us

One address, a real reply, within one business day: contact@mglm.ca

Petamio, 151 rue De Rigauville, Québec (Québec) G1K 1E6, Canada.