Returns policy

Last update: 2026-04-21

The principle

The canvas is a personalised product (your pet, your photo, your style). That's why we can't take it back if you change your mind — we couldn't resell it. But we want you to be happy with it. If something isn't right, we read every email and reply fast.

What we cover, no questions asked

1. It doesn't look like your pet

Our commitment: if you don't recognise it, it isn't finished.

If the preview we emailed you isn't convincing, reply with "Redo" (or request a style change) and we regenerate it for free. No reasonable limits. We only ask that you:

  • Tell us what doesn't work (colour, features, expression).
  • Upload another photo if helpful.

2. Arrives damaged or with print defects

If the canvas arrives:

  • Broken, torn or wet
  • With stains, weird lines, incomplete print
  • With a warped or broken frame

Send us within 48 hours of receipt an email to hello@eterna.dog with:

  • Your order number
  • Clear photos of the damage (including the box if it arrived damaged)

We send a free replacement, no questions asked. You discard the damaged canvas or return it if you prefer (we pay the return shipping).

3. Our mistake

If we sent you the wrong style, the wrong pet, or the wrong size, we fix it at no extra cost.

What we do NOT cover

14-day withdrawal right

As a product made to your specifications and clearly personalised, the consumer withdrawal right foreseen in art. 16.c of the EU Consumer Rights Directive (and equivalents in member states) does not apply. You're informed of this exception before completing your purchase.

What isn't a defect

  • Subtle differences between the digital preview and the physical canvas (screen colour vs. print colour; all screens are slightly different).
  • Artistic interpretations of the style that may differ from what you imagined (if you're unsure which style to pick, charcoal is the most predictable).
  • Damage after delivery (bumps, scratches, direct sunlight exposure for months, high humidity).

How to request it

  1. Email hello@eterna.dog with a clear subject ("Order #{{order_number}} — redo / replace / defect").
  2. Tell us what's happening. If physical damage, include photos.
  3. We reply within 24 hours max with next steps.

In most cases we don't need you to return the canvas — generating a new one is cheaper than handling a return. If we do ask, we pay the return shipping.

Canvas warranty

  • Print fading: the giclée ink Gelato uses lasts 80+ years indoors in normal light. If you notice noticeable fading within the first 24 months, we replace it.
  • Frame: the wood should keep the canvas taut. If it warps or gives within the first 24 months, free replacement.

Both warranties apply to normal domestic use (indoors, no direct sunlight, no high humidity).

Contact

hello@eterna.dog · we reply in European working hours, within 24 hours.