Every YomaChichi item is made from the photo you send us, so our policy works a little differently from a regular store — in your favour, before it prints and after it arrives. Here's exactly what's covered.
Love it or we make it right (30 days)
If you're not happy with your print, tell us within 30 days of delivery and we'll reprint it free (for a custom portrait, in another scene if you like) or refund you in full — your choice, and nothing to send back.
How to claim: email team@yomachichi.com with your order number and a photo of the item. The photo is only so we can see what went wrong — you keep the item and don't need to send anything back.
Digital downloads: not happy with your portrait file? Tell us within 30 days of the email that delivered it and we'll redo it free in another scene, or refund you in full. There's nothing to return — it's a file.
Nothing is printed until you approve it
We show you the finished portrait and wait for your yes. If it doesn't look like your pet, tell us and we'll redo it at no cost before anything prints. You can approve it before you buy, using the free preview on the product page, or afterwards at yomachichi.com/pages/send-photo.
Not sure your photo is good enough? Send it anyway. If it doesn't come out well, we'll tell you, help you choose a better photo or adjust the scene, free, before anything is printed.
Full refund any time before it goes to print
Changed your mind? Email team@yomachichi.com with your order number any time before your item goes to press and we'll refund you in full — no questions, no restocking fee, nothing to send back, because nothing has been made yet. We hold every order for at least 1 hour after checkout before it goes to print. Email us in that time and we cancel and refund in full. After that, our 30-day make-it-right promise still applies.
If your order arrives damaged or wrong
We'll reprint or refund your order if:
- it arrives damaged or defective, or has a print-quality problem (blurry print, misprint, colors clearly different from the portrait you approved), or
- you received the wrong item or size, or
- your package was lost in transit.
To report a problem: email team@yomachichi.com within 30 days of delivery with your order number and a photo of the issue.
What isn't covered
- Claims made more than 30 days after delivery (for a digital download, more than 30 days after the file was emailed).
- Delays or non-delivery caused by an incorrect shipping address entered at checkout.
Cancellations
Email us as soon as possible. If your order hasn't gone to print, we'll cancel it and refund you in full.
How refunds work
Approved refunds go back to your original payment method within 5 business days of approval (your bank may take a few more days to show it). Prefer a replacement instead? Just tell us.
Questions about an order? Contact us at team@yomachichi.com.