Refund policy

Return & Refund Policy

Last updated: 10 October 2026

At Sasha Nord, every custom pet portrait is created individually, with care and attention to detail. We want every customer to receive artwork that reflects the character of their beloved companion.

Please read our return, cancellation and refund policy before placing an order.

1. Custom-Made Products

Our personalised pet portraits are created specifically for each customer using the photographs, names, colours and other preferences provided when ordering.

Because these products are made to individual specifications, they are generally exempt from the standard 14-day right of withdrawal under the Norwegian Right of Withdrawal Act (Angrerettloven).

We therefore do not accept returns or offer refunds for a change of mind, personal preference or an incorrect selection made by the customer after production has begun.

This exception does not affect your statutory rights regarding faulty, damaged or incorrectly supplied products.

2. Order Cancellations

Customers may request to cancel an order before artwork production has begun.

To request cancellation, please contact us as soon as possible at sashanordco@gmail.com, including your order number.

If production has not begun, we will cancel your order and issue a full refund.
Once artwork production has begun, cancellation requests may be declined because the product is being created specifically for you.
If we agree to a cancellation after production has begun, any applicable refund terms will be communicated before the cancellation is confirmed.

Nothing in this section limits cancellation or other remedies required by applicable consumer law.

3. Artwork Satisfaction & Redesigns

We understand that personalised artwork is meaningful, and we want customers to be happy with their finished portraits.

Sasha Nord offers one complimentary artwork redesign per custom portrait order if the customer is dissatisfied with the artistic result.

The complimentary redesign is intended for reasonable artistic adjustments, such as changes to visual details, expression or composition within the scope of the original order.

A request to change the number of pets, portrait size or other fundamental order specifications may require an additional charge.

Any further voluntary redesign requests may be subject to an additional fee, which will be communicated and agreed upon in advance.

This complimentary redesign policy is separate from your statutory rights. Corrections necessary to remedy a product defect or non-conformity are not limited to one redesign.

4. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or materially different from what you ordered, please contact us.

Examples include:

A frame or print damaged during delivery.
An incorrect portrait size or frame colour.
A significant printing or production defect.
The wrong artwork or another product being delivered.

Please email sashanordco@gmail.com with your order number, a description of the issue and, where possible, photographs showing the problem.

Where a defect or non-conformity is confirmed, you may request a repair, replacement or refund.

Your preferred resolution will be considered in accordance with applicable consumer law. A refund or price reduction may be available where required by law, including where repair or replacement is unavailable, unsuccessful or otherwise does not provide the legally required remedy.

Any legally required repair, replacement or return will be handled without additional cost to the customer.

5. Reporting Delivery Problems

We kindly ask customers to inspect their orders upon delivery and report any visible damage or incorrect items within 7 days, where reasonably possible.

This helps us investigate delivery issues and arrange a suitable solution promptly.

The 7-day period is a recommendation only and does not limit your statutory right to complain about defects.

Under Norwegian consumer law, complaints must be made within a reasonable time after discovering a defect. A complaint made within two months of discovering the defect is always considered timely.

The statutory complaint period is generally two years from delivery, or five years for goods intended to last substantially longer under normal use.

6. Returns

Please contact us before sending any item back.

Because our portraits are personalised, we do not accept ordinary change-of-mind returns unless otherwise required by law or expressly agreed upon.

If a return is necessary to resolve a valid complaint, we will provide instructions and arrange or cover reasonable return costs as required by applicable law.

Please do not send products back without first contacting us for return instructions.

7. Refund Processing

When a refund is approved, we will notify you and process it through the original payment method, where possible.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Refunds will be issued within the timeframe required by applicable law.

8. Non-Personalised Products

Products that are not made to individual customer specifications may be subject to different return conditions.

Where the statutory right of withdrawal applies, eligible consumers generally have 14 days from receiving their goods to withdraw from the purchase without providing a reason.

Sasha Nord will provide the applicable withdrawal information and instructions for eligible products.

9. Your Consumer Rights

Nothing in this policy excludes, restricts or overrides any mandatory consumer protection rights available under Norwegian law or other applicable consumer legislation.

In particular, the custom-made nature of a portrait does not remove your right to seek remedies for defects, damage or products that do not conform to the purchase agreement.