Pixie

Refund & Return Policy

Last updated 15 August 2026 · Version 2026-08-14

This policy applies to purchases from Pixie. It should be read with our Terms of Use and Shipping Policy.

1. Personalized products

Every paid portrait is made to your specifications (your photo or selected artwork, style, size, and frame). These are custom, made-to-order goods. We do not accept returns or refunds because you changed your mind or ordered the wrong size or frame.

2. Digital downloads

Once the final high-resolution file has been generated and made available, digital orders are not refundable. Download and store your file promptly. If a technical error prevents delivery of the file, contact us and we will restore access or refund that order.

3. Print, canvas, and framed products

We will repair, replace, or refund (at our choice) if:

  • the print or frame has a manufacturing defect;
  • the item arrived damaged in transit; or
  • we shipped the wrong size, frame, or image.

You must email contact@ctnsolution.com within 48 hours of delivery with your order number and clear photos of the issue and packaging. After that window we may still help as a courtesy, but we are not obliged to.

4. “I don’t like the AI result”

Free previews exist so you can judge the style before you pay. Regenerations before purchase are limited. After payment, dislike of an artistic interpretation that reasonably follows the chosen style is not a defect.

If our quality check missed a serious generation error (for example the wrong pet, a clearly broken image, or a print that does not match the approved final), contact us. We may offer one remake. That is a goodwill remedy, not an unlimited right to new styles or poses.

5. Payments

If you are charged twice for the same order, we will refund the duplicate. If Whish or another provider reverses a payment, the order may be cancelled. Refunds are returned by the original payment method where possible and can take several business days.

6. Charity amounts

Charity contributions are paid from our revenue and are not a separate line on your bill. A refund of an order may reduce or cancel the related charity ledger entry. Charity messaging is not a separate product you can refund.

7. How to request help

Email contact@ctnsolution.com with your order number, what went wrong, and photos where relevant. We may ask for extra information before we approve a remake or refund.