Terms of service

Welcome to Petolino. By using this website (www.petolino-shop.com) and placing an order, you agree to these terms.

Who we are. This store is operated by Petolino ("we", "us"). Contact: info@petolino-shop.com.

Products. We sell physical pet products and custom digital watercolor pet portraits. Descriptions, images and prices are shown on each product page and may change at any time.

Custom pet portraits. A portrait is made from the photo and pet name you provide; you confirm you own the photo or have permission to use it. You receive print-ready files by email, usually the same day. Because portraits are personalized and digital, they are made to order.

Orders and prices. Prices are shown at checkout in your local currency. We may refuse or cancel an order (for example if a product is mispriced or unavailable) and will refund any payment taken.

Payment. Payments are processed securely through Shopify. We do not store your card details.

Shipping and returns. Physical products are shipped and may be returned as described in our Refund Policy and Shipping Policy. Digital portraits are delivered by email; if there is a problem with your files, contact us within 14 days and we will fix or remake them.

Customs duties and import taxes. We ship from more than one warehouse, and some of them are outside your country. Depending on where you live, your order may be subject to import duties, customs fees or local taxes. These charges are set by your own customs authority, they are not included in what you pay us, and they are paid by you, not by Petolino. We cannot estimate them in advance and we cannot refund them. If a parcel is held at customs it is up to you to provide any document requested and to pay any charge due. If a parcel is refused, left unclaimed or abandoned at customs and comes back to us, the return shipping and any customs charge we are billed are deducted from your refund. By placing an order you accept that any customs duty or import tax is your responsibility.

Returns. Returns of physical products must be authorised by us before you send anything back: write to us within 14 days of delivery and we will reply with the return address and an authorisation number. Parcels sent without prior authorisation are refused. Return shipping is paid by you, and so is any customs duty or import tax on the return journey, unless the item arrived damaged, faulty or was not what you ordered. Custom pet portraits are made to order and cannot be returned.

Liability. To the extent permitted by law, our liability is limited to the amount you paid. Colors may vary slightly between screens and printers.

Changes and law. We may update these terms; the version on this page applies to your order. These terms are governed by Italian law.

Contact: info@petolino-shop.com