Terms & Privacy

Last updated: 1 November 2026

Ordering terms

1. Who you are buying from

Pet Art with Heart is an art brand operated by Katja Turnsek under the business name Formrill SP. In these terms, “we”, “us” and “the seller” refer to Katja Turnsek trading as Formrill SP.

Email: katja@pet-art.net. Telephone: +46 73 078 57 44. Contact us before sending original photographs or returning artwork; the return address will be confirmed.

2. Enquiries and the order agreement

An enquiry does not commit you to a purchase. Before booking, you receive a written quote specifying the artwork, canvas size, subjects, composition, total price, payment method, delivery destination and agreed completion or delivery period. Any extra charge must be expressly agreed before it is incurred.

A commission is booked when you accept the written quote and these terms and the 50% advance payment is received. You will receive an order confirmation by email, including the applicable terms and the information about personalised goods. Keep this confirmation for your records. No future website amendment changes an existing agreement without your consent.

3. Prices, taxes and payment

Base prices and invoices are in EUR. The agreed consumer total includes taxes that the seller is required to charge and standard insured worldwide shipping for commissioned portraits. Any optional delivery upgrade or other agreed extra is identified separately before booking. Destination restrictions or unavailable delivery services will be discussed before accepting an order.

Currency conversions on the website are estimates. Your bank or payment provider may apply its own exchange rate and fees. The advance payment is 50% of the agreed total; the remaining 50% is due after you approve the completed painting and before dispatch. The advance payment is part of the price, not an automatic forfeiture or penalty. Payment is made using the method specified in the written quote, such as PayPal invoice.

For deliveries outside the relevant customs territory, import taxes, duties and clearance charges may be payable by the recipient where applicable. Foreseeable additional charges will be explained before booking; where their amount cannot reasonably be calculated, that will be stated. No charge already included in the agreed price is charged twice.

4. Reference photographs, planning and changes

Send photographs that you own or have permission to use for the commission. Tell us which details are important. We agree the composition before painting and provide progress photographs. Please review updates and communicate requested changes promptly; late feedback may require a revised schedule, which we will discuss with you.

Minor finishing adjustments within the agreed brief can be requested before dispatch. A new composition, additional subject or other substantial change after approval may require a separate written quote and revised timescale, which you may accept or decline. Silence does not count as approval of the finished painting or acceptance of an extra charge.

A hand-painted portrait has individual brushwork and texture. Screen colours and photographed colours can differ from the original. These natural differences do not excuse a failure to meet the agreed characteristics or limit your legal rights. Framing is not currently offered or included unless a separate written agreement expressly provides otherwise.

5. Completion and delivery

Because painting, drying and delivery take time, the expected production and delivery period is agreed before booking. An essential occasion or deadline must be identified before the order is accepted. If a delay occurs, we will contact you and discuss the available options. Statutory rights concerning late or failed delivery remain unaffected.

Artwork is packed carefully and sent using an agreed carrier, such as FedEx. Carrier estimates after dispatch are separate from the production period and are not guaranteed delivery dates unless expressly agreed. Where consumer law applies, risk of loss or damage remains with the seller until you or a person you nominate receives the artwork, except where the law provides otherwise for a carrier you independently appoint.

6. Cancellation, returns and faulty goods

Personalised portraits are made to your specifications and are normally excluded from the statutory change-of-mind withdrawal right applicable to ordinary distance purchases. This exception does not remove your rights for damage, defects, non-conformity or non-delivery.

In addition, we offer a voluntary full refund if you cancel a portrait commission within seven calendar days after booking, even if preparation has begun. After that period, contact us promptly. Any agreed cancellation settlement must be fair, lawful and itemised, reflect work and non-recoverable costs actually incurred, account for costs saved, and not exceed 50% of the agreed commission price. There is no automatic 20–50% fee. No cancellation charge applies where the law entitles you to end the agreement because of the seller’s breach.

See the Returns & Refunds policy for the full cancellation promise, withdrawal rights for non-personalised artwork, fault remedies and return procedure. Your approval of a photograph does not waive rights relating to hidden defects or the delivered painting’s conformity.

7. Ready-made originals and gift vouchers

Ready-made wildlife paintings are not automatically personalised goods. Eligible online consumer purchases carry statutory withdrawal rights as described in the returns policy. Any item-specific price, condition, dimensions and shipping charges are provided before purchase.

Before purchasing a gift voucher, you receive its EUR value, delivery format, any validity period and redemption conditions. Any validity period, transferability, partial redemption and unused-balance conditions are set out in the written voucher offer before you buy. No undisclosed expiry or restriction applies. A voucher purchase does not itself authorise painting to begin or remove an applicable withdrawal right. A personalised portrait ordered using a voucher is subject to its own agreed brief and applicable terms.

8. Artwork ownership, copyright and publication

Purchasing an original painting transfers ownership of the physical artwork; it does not by itself transfer the artist’s copyright. You may display the painting and share photographs of it for personal, non-commercial purposes. Commercial reproduction or licensing requires a separate written agreement, subject always to exceptions permitted by law. Rights in your reference photographs remain with their respective owners.

We will ask separately before publishing identifiable client photographs, names or testimonials, or material that reveals personal details. Refusing optional publicity does not affect your commission. Permission to use reference photographs to create the portrait does not automatically grant permission to publish those photographs.

9. Complaints and applicable consumer rights

Send complaints to katja@pet-art.net with your order details and the outcome you seek. We will investigate and respond within the time required by applicable law. You may also contact your national consumer advice body or an appropriate court.

No exclusive foreign-court requirement is imposed. These terms do not exclude mandatory protection available under the law applicable to your consumer contract, including relevant protection in your country of habitual residence.

Privacy notice

10. Controller and information collected

The legal seller identified in section 1 is responsible for the personal data described here. Contact katja@pet-art.net about privacy. We receive details you provide through enquiries, email, orders or chosen messaging services: name, contact and delivery details, correspondence, reference photographs and order information. A photograph may be personal data if it identifies a person or is linked to an identifiable customer. Please avoid sending unnecessary sensitive information or other people’s personal details.

Website services may also receive IP addresses, device/browser information, request logs, consent choices and usage information. Payment providers process the payment details supplied directly to them; the seller receives the payment status and transaction information needed for the order.

11. Purposes and legal bases

• Responding to an individual’s enquiry and arranging or fulfilling their order: steps requested before a contract and performance of the contract, GDPR Article 6(1)(b).
• Required accounting, tax and other legal records: legal obligation, Article 6(1)(c).
• Reasonable website security, preventing misuse and establishing or defending legal claims: legitimate interests, Article 6(1)(f), balanced against your rights.
• Optional analytics, marketing and identifiable publicity where consent is required: consent, Article 6(1)(a). Consent is separate from ordering and may be withdrawn.

Contact and delivery information necessary for an order must be provided for us to fulfil it. Optional analytics or publicity consent is not required to enquire or buy. We do not sell personal information.

12. Service providers and international transfers

Only information needed for the relevant task is disclosed to providers involved in hosting, email, enquiry handling, payments, delivery, accounting and legal obligations. Some providers act on our instructions; others, such as payment or delivery providers, may also act as independent controllers.

Providers used for the site and orders include enquiry-form handling through Web3Forms, payment handling through PayPal where that payment method is agreed, Google Analytics for website measurement, Dynamic Converter for estimated currency conversion and Google Fonts for typefaces. Hosting and email services also process requests and correspondence. Data disclosed depends on the service you use and the relevant settings and consent choices. Clicking a WhatsApp or social-media link takes you to the chosen provider, whose own privacy information applies.

Some service providers may process data outside the European Economic Area. Transfers must have a lawful basis under GDPR Chapter V, such as an applicable adequacy decision or appropriate contractual safeguards. Contact katja@pet-art.net for information about the providers, destinations and safeguards relevant to your data and how to obtain a copy of applicable safeguards.

13. Retention and security

We retain data only for as long as needed for its stated purpose, applicable record-keeping obligations and proportionate handling of legal claims, then delete or anonymise it. Access is limited to those who need it and appropriate technical and organisational safeguards are used. No online transmission can be guaranteed completely secure.

Enquiry information is kept while the enquiry is active and for a proportionate follow-up period. Commission records and reference photographs are kept for fulfilment, agreed follow-up and any relevant claims period; invoices and tax records are kept for the statutory period applicable to the business. Security logs are kept as needed to investigate and prevent misuse. Consent records are kept to document the choices relied on. Analytics retention follows the configured service period. Backup copies are removed through the applicable backup cycle. You can ask for the retention criteria relevant to your information.

14. Cookies and third-party website requests

The site uses hosting, fonts and currency-conversion services and may use cookies, local storage or similar technologies for functionality and analytics. These services can receive technical request information, such as your IP address. Non-essential storage and tracking requiring consent must not run before consent. Choosing to reject it must not prevent you from making an enquiry or ordering.

Where a consent control is displayed, use it to manage your choices. You can also contact katja@pet-art.net about consent or processing based on it. Withdrawing consent does not affect earlier lawful processing. Browser controls can also remove stored cookies, but are not a substitute for the website’s required consent mechanism.

15. Your privacy rights

Depending on the circumstances, you can request access, correction, erasure, restriction or portability of your personal data, object to processing based on legitimate interests, and withdraw consent at any time. Erasure does not override a legal duty to keep records. You may object to direct marketing at any time.

Email katja@pet-art.net to exercise your rights. We normally respond within one month; if the GDPR permits an extension, we explain the reason and extension within that first month. Identity verification will be limited to what is necessary.

You can complain to a competent data-protection authority, including the authority where you live, work or believe an infringement occurred. In Slovenia this is the Information Commissioner; in Sweden it is IMY. You do not have to contact us first.