Terms & Conditions

Last updated: October 13, 2026

These terms apply when you buy a portrait commission or gift voucher from www.rosiepawtraits.com. Please read them before you order; by placing an order you agree to them. They don't affect your legal rights as a consumer.

1. About me

Rosie Pawtraits is the trading name of Rosemary Grieve, a sole trader based in Suffolk, England. You can reach me at rosiepawtraits@gmail.com or [POSTAL ADDRESS OR PO BOX]. [I am not VAT registered.]

2. How ordering works

1. You choose a portrait size and buy a commission slot through the online shop, paying in full at checkout.

2. I email you to confirm your order. Our contract starts when you receive that confirmation.

3. You send me your reference photos within [30 days], using the upload link or email address in your confirmation.

4. I check your photos. If they aren't clear enough to paint from, I'll ask for others.

5. I paint your portrait by hand and post it to you, wrapped and gift ready.

If we can't find a photo I can work from, I'll refund you in full.

3. Prices and payment

Prices are in pounds sterling and shown in the shop. Postage is shown at checkout before you pay. Payment is taken in full when you order, through Stripe or PayPal.

If a price in the shop is clearly wrong, I'll contact you before starting work. You can then pay the correct price or cancel for a full refund.

4. Your photos

The portrait can only be as good as the photo. Clear, well-lit photos taken at your pet's eye level work best, ideally showing their markings and eye colour. You can send several photos, and tell me which features matter most to you.

By sending photos, you confirm that you took them or have permission to use them. I use them only to paint your portrait, as set out in my Privacy Policy.

5. What to expect from a hand-painted portrait

Every portrait is painted by hand in gouache on toned paper, from your photos. I aim to capture your pet's likeness and character, but it is an artist's interpretation, not a photograph. Brushwork, background and lettering are in my own style, as shown in my portfolio.

Sizes are A5 (small), A4 (medium) and A3 (large). Colours may look slightly different on screen than on paper.

6. Checking the portrait before it's finished

Before I finish, and if of interest I can email you a photo of the portrait. You can ask for one round of small changes, such as adjusting a marking, eye colour or the lettering. Bigger changes, such as a new pose or background, would be a new commission.

7. How long it takes

My current turnaround is about 2 weeks from receiving suitable photos, plus postage time. The shop shows my latest estimate. This is my best estimate, not a guarantee, so please order early for birthdays, Christmas or other dates. I'll publish cut-off dates for Christmas each year.

If I'm going to be significantly late, I'll tell you. If the delay is long, you can cancel for a full refund.

8. Delivery and collection

I post to UK addresses only, using a Royal Mail Tracked service. Portraits are posted unframed, flat and protected.

If you live in Suffolk or Cambridgeshire, you can ask about local collection or a framing service. Framing is quoted separately.

The portrait is your responsibility from the moment it's delivered to the address you gave me. If it's lost in the post, I'll follow it up with the carrier and, if it can't be found, I'll repaint it or refund you.

9. Cancelling your order

Because each portrait is made to order from your photos, the usual 14-day right to cancel online purchases does not apply once the work is personalised. This exception is set out in the Consumer Contracts Regulations 2013.

To be fair to you, here is how I handle cancellations:

When you cancel

Before I've started painting

After I've started painting

To cancel, email me at rosiepawtraits@gmail.com. I'll refund you within 14 days, using the payment method you used.

I may need to cancel an order if I can't complete it, for example through illness. If so, I'll refund you in full.

10. If something is wrong

If your portrait arrives damaged, please email me with photos as soon as you can, ideally within 7 days. I'll repaint it or refund you.

You also have legal rights under the Consumer Rights Act 2015 if your portrait is not as described or not of satisfactory quality. These terms don't affect those rights. Citizens Advice can explain them in more detail.

Natural variation in brushwork, or a likeness you'd have painted differently, doesn't count as a fault. I'll always talk it through with you, though.

11. Gift vouchers

• Vouchers are printed cards, posted to you or to the person you're giving them to.

• Each voucher is for one commission of the size shown and is valid for 12 months from purchase.

• To use it, the recipient emails me with the voucher code and their pet's photos.

• Vouchers can't be exchanged for cash. If the portrait costs more than the voucher's value, the recipient pays the difference.

• I keep a record of every voucher, so I can reissue a lost one.

• Because vouchers aren't personalised, you can cancel a voucher purchase within 14 days of receiving it for a full refund, as long as it hasn't been used.

12. Copyright and sharing

You own the physical portrait. I keep the copyright in the artwork, as artists normally do.

You're very welcome to share photos of your portrait on social media for personal use. Please tag @rosiepawtraits. You may not reproduce it commercially, for example on prints, cards or products for sale, without my written permission.

I'll only share your portrait myself if you've said I can (see my Privacy Policy).

13. My responsibility to you

If I break these terms, I'm responsible for loss or damage you suffer that was a foreseeable result of that. I'm not responsible for losses that weren't foreseeable. My total responsibility is limited to the price you paid for your order.

Nothing in these terms limits my responsibility for death or personal injury caused by my negligence, for fraud, or for anything else the law doesn't allow me to limit.

14. Events outside my control

I'm not responsible for delays caused by events I can't reasonably control, such as postal strikes or severe weather. I'll tell you as soon as I can and keep any delay as short as possible. If the delay is long, you can cancel for a full refund.

15. Using this website

All images and text on this website belong to me unless stated otherwise. Please don't copy or reuse them without permission. I try to keep the site accurate and available, but can't guarantee it will always be error-free or uninterrupted.

16. Complaints and the law

If you're unhappy with anything, please email me first at rosiepawtraits@gmail.com. I'll reply within 5 working days and do my best to put things right.

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

17. Changes to these terms

I may update these terms from time to time. The terms that apply to your order are the ones on this page when you placed it.