Refund Policy

We want you to love your FursonaAI portrait. This Refund Policy explains when refunds and replacements are available, and how to request them.

This policy applies alongside our Terms of Service. Nothing here limits any rights you have under Australian Consumer Law or equivalent consumer law in your country.

Digital Portraits

All digital sales are final.

You see a watermarked preview of your portrait before you pay. The preview is your opportunity to decide whether you love it. Once you complete payment, we deliver high-resolution unwatermarked files immediately, and digital files cannot meaningfully be returned.

Exceptions

• Technical issues. If you cannot receive or download your files, we will fix it at no cost. Email hello@fursonaai.com.
• Statutory rights. If a refund is required by Australian Consumer Law (for example, if the service is not provided with due care or fails to match its description), we will honour it.

Goodwill regeneration

Although the watermarked preview is your moment to decide, we understand that AI generation can occasionally produce results that look great in preview but reveal issues at full resolution.

We may, at our sole discretion, offer one complimentary regeneration if you contact us within 7 days of purchase with a specific issue you can point to in the delivered file. This is a goodwill gesture, not an entitlement.

We do not offer regenerations for:

• Subjective preferences or change-of-mind requests.
• Issues that were already visible in the preview you approved.
• Repeated requests on the same order.

Physical Prints and Framed Prints

We offer a quality guarantee on every physical product.

If your print arrives damaged, defective, or printed incorrectly, we will arrange a free replacement at no cost to you (or, at our discretion, refund the product cost).

How to claim

• 1. Contact hello@fursonaai.com within 14 days of delivery.
• 2. Include your order number.
• 3. Include clear photos showing the issue (the print, the damage, and the packaging if relevant).

We aim to respond within 2 business days and resolve all valid claims within 14 days.

What this guarantee covers

• Print damage in transit (creases, tears, water damage).
• Manufacturing defects (smudging, misalignment, missing colour).
• Wrong size or wrong product shipped.
• Frame damage on framed prints.

What this guarantee does NOT cover

• Minor colour variation between your screen preview and the physical print. Printing is a chemical process. Slight variations in tone, brightness, or saturation are normal and unavoidable, and fall within industry-standard tolerance.
• Damage caused after delivery (handling, framing by you, weather, accidents).
• Issues caused by the quality of the photo you uploaded. If the original photo is blurry, low-resolution, poorly lit, or has watermarks, those issues will appear in the print and are not defects.
• Address errors, refused deliveries, or unclaimed parcels. If a parcel is returned to sender for these reasons, you may be required to pay reshipping costs.
• Packages marked as delivered by the carrier but not received. Please contact your carrier first.

Lost shipments

If tracking indicates a parcel is genuinely lost in transit (not delivered, not stuck in a delivery loop), we will investigate with the carrier and our print partner. Where confirmed lost, we will provide a replacement shipment or a refund.

After 14 days

The 14-day window allows us to inspect the product, file a claim with our print partner, and arrange a replacement before our partner's complaint deadline. We are unable to honour quality claims received after 14 days from delivery.

How Refunds Are Issued

Where a refund is approved:

• Refunds are issued to the original payment method.
• Processing typically takes 5 to 10 business days, depending on your bank or card issuer.
• Currency conversion fees, where applicable, are not refundable.
• We do not issue refunds in cash or to a different card or account than the one originally used, except where required by law.

Chargebacks and Disputes

We review all disputes and chargebacks using our order logs, delivery confirmations, and generation records. If we believe a dispute is unfounded or fraudulent, we will contest it with the payment provider and may suspend or restrict access to our services.

Before initiating a chargeback, please contact us at hello@fursonaai.com. Most issues can be resolved more quickly directly with us than through your bank.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Refund Policy limits these rights.

Contact

For all refund and replacement requests: