Last updated: November 2026
Every Two Good Dogs portrait is made for you from your own photos. You see the finished artwork as a free preview before you pay, and production starts only after you order it. That's why we can't take returns for a change of mind, but if anything goes wrong on our side, we'll make it right.
Personalised products and your statutory rights
Because each canvas, poster and digital file is made to your specification, change-of-mind returns don't apply. Customers in the EU and UK: personalised goods are exempt from the 14-day right of withdrawal (Art. 16(c) of the EU Consumer Rights Directive and the UK Consumer Contracts Regulations). By ordering a Digital File you ask us to deliver it immediately and acknowledge that the right of withdrawal ends once delivery has started. Your statutory rights for faulty, damaged or not-as-described goods are not affected.
Canvas and poster: damage, production errors, lost parcels
If your print arrives damaged, has a production error, doesn't match the preview you approved, or your parcel is lost in transit, we'll send a free replacement or refund you in full. You don't need to send anything back: just email us clear photos of the problem (and of the packaging, if it was damaged in transit) within 30 days of delivery.
Digital File
Your HD file is emailed within minutes of your order. The download link is valid for 14 days; if it expires or the email doesn't arrive (please check your spam folder), write to us and we'll send a new link. Since you approve the artwork before buying, digital files can't be refunded once delivered, except where the file is faulty or differs from the approved preview.
Changing or cancelling an order
You can cancel or change an order within 30 minutes of placing it. After that, your piece is usually already in production, so later changes or cancellations are handled case by case.
What we can't refund or replace
- A change of mind after ordering, or an artwork you no longer like although it matches the preview you approved.
- The wrong size, format or style chosen at checkout.
- Results limited by the photo you uploaded (for example a blurry, dark or low-resolution photo).
- Small colour differences caused by screen settings, and normal minor variations of printing and canvas stretching.
- Courier delays after dispatch (lost parcels are covered above).
How to report a problem
Email support@twogoodogs.com with your order number, a short description and photos where relevant. We reply within 2 business days. Please contact us within 30 days of delivery; we can't accept claims after that.
Refunds
Approved refunds go back to your original payment method. Most banks show them within 5–10 business days. For orders paid in a currency other than your card's, your bank's exchange rate on the refund date applies.
Promo codes
One promo code per order. Codes can't be combined or transferred, may have their own conditions, and can't be applied after an order is placed.
Before opening a dispute
Please contact us first and give us a chance to fix the problem; it's almost always faster than a payment dispute.
Contact us
Questions about an order or this policy: support@twogoodogs.com.