Refund policy


Last updated: August 31, 2026

This Cancellation, Returns and Refunds Policy governs requests relating to orders placed through Mr. Beni.

Each Mr. Beni creation is individually conceived based on the photographs, instructions, preferences, and personalization decisions provided by each customer. Our pieces are not mass-produced products; they are made-to-order artworks created through a creative, manual, and artisanal process that requires time, precision, and individual attention to every detail.

For this reason, the conditions applicable to cancellations, returns, and refunds depend on the stage at which each artwork is in its process.

By placing an order, the customer acknowledges and agrees to the conditions set forth in this Policy.

1. Personalized Nature of Our Artwork

Each Mr. Beni artwork is created specifically for one customer and based on a particular pet.

The creation may incorporate, among other elements:

  • photographs provided by the customer;

  • specific characteristics of the pet;

  • names, dates, phrases, or dedications;

  • colors, backgrounds, and compositions;

  • accessories and other personalization elements;

  • decisions made throughout the review and approval process.

Each illustration constitutes an artistic interpretation developed from the materials provided and is not intended to be an exact photographic reproduction.

Reasonable variations may occur as a result of the artistic process, differences in color reproduction between devices and physical materials, the characteristics of canvas, printing or production processes, and other factors inherent to the creation of a physical artwork.

Such variations, when they do not constitute a material manufacturing defect or a substantial failure to conform to the order approved by the customer, will not by themselves constitute grounds for a return, refund, or recreation.

2. Cancellation Within the First 24 Hours

The customer may request cancellation of their order within the first twenty-four (24) hours following confirmation and payment of the order.

When the request is received within this period, Mr. Beni will issue a 100% refund of the amount paid for the order.

The request must be submitted within the applicable period through our official customer service channels.

Once the first twenty-four (24) hours have passed, the creative process for the artwork will be considered to have begun, and the conditions set forth in the following section will apply.

3. Cancellation Once the Creative Process Has Begun

After twenty-four (24) hours have passed from order confirmation, Mr. Beni may have begun work related to the preparation, interpretation, composition, illustration, and personalization of the artwork.

If the customer requests cancellation after this point but before providing final approval, the customer will be entitled to a refund equal to 50% of the total amount paid.

The remaining 50% will be retained in consideration of the creative, artistic, personalization, and administrative work performed up to the time of cancellation.

This condition applies regardless of whether the artwork is at an early, intermediate, or advanced stage of the design process, provided that final customer approval has not yet been received.

4. Artwork Review and Approval

Before the artwork is brought to life on canvas, the customer will receive the final design for review and approval.

This stage allows the customer to consider the composition as a whole and request the adjustments included within the Mr. Beni personalization process.

The artwork will not be considered finally approved until the customer expressly communicates their approval through the channels established by Mr. Beni.

The customer's failure to respond will not, by itself, constitute automatic approval of the artwork.

5. Effect of Final Approval

Once the customer has provided final approval, the composition will be considered accepted according to the specifications, decisions, and revisions made during the creative process.

From that point:

  • the order will be considered final;

  • cancellations due to a change of mind will not be accepted;

  • refunds will not be issued for subjective reasons;

  • return requests based on personal preferences previously approved by the customer will not be accepted;

  • the artwork may immediately proceed to canvas production, preparation, framing when applicable, final quality control, and shipping.

Final approval represents the customer's acceptance of the artistic interpretation and the elements visible in the approved design.

6. Reasons That Do Not Qualify for a Refund After Approval

Once the artwork has been approved, returns or refunds will not be available for circumstances including, without limitation:

  • change of mind;

  • subsequent personal preferences;

  • subjective expectations;

  • elements previously visible and accepted during the approval process;

  • artistic interpretation;

  • minor color variations between a screen and the physical product;

  • reasonable variations inherent to the canvas production process;

  • errors, low resolution, poor lighting, or other limitations in photographs provided by the customer, when such limitations reasonably affected the interpretation of the artwork;

  • incorrect information, photographs, or instructions provided by the customer.

Nothing above limits any consumer rights that may apply when there is a material defect, an incorrect product, or any other circumstance protected by mandatory applicable law.

7. Personalized Artwork and Exclusive Nature

Each personalized artwork is created specifically for the customer who placed the order and according to their instructions.

Due to its individual nature, a personalized artwork cannot reasonably be returned to Mr. Beni's general inventory or resold as a standard product.

For this reason, once approved and produced, the piece remains tied to the order for which it was created.

8. Damaged, Defective, or Incorrect Products

The customer should inspect their order as soon as reasonably possible after receiving it.

If the artwork:

  • arrives significantly damaged;

  • has a material manufacturing defect; or

  • does not substantially correspond to the confirmed order,

the customer must contact Mr. Beni within seven (7) calendar days following delivery.

To allow us to evaluate the claim, we may request:

  • clear photographs of the artwork;

  • photographs of the interior and exterior packaging;

  • photographs of the affected areas;

  • order number;

  • any other information reasonably necessary to document the incident.

Mr. Beni will evaluate each situation individually to determine the appropriate resolution, which may include, as applicable, repair, replacement, recreation of the artwork, partial refund, full refund, or another reasonable solution.

9. THE SIGNATURE Protection

In the exceptional event that an artwork is damaged during transportation, it may be protected by THE SIGNATURE, the protection coverage associated with eligible Mr. Beni pieces.

Our team will personally review the condition of the artwork, the packaging, the shipping information, and any relevant documentation to determine the appropriate resolution.

When necessary, we may conduct an investigation with the applicable shipping carrier to determine what occurred during transportation.

Depending on the circumstances, the resolution may include replacement or recreation of the piece, repair, replacement of components, or another measure that Mr. Beni considers appropriate based on the particular characteristics of the artwork.

Coverage is subject to the customer providing the information and documentation reasonably necessary to process the claim in a timely manner.

A creation made exclusively for you deserves to be protected with the same care with which it was conceived.

10. Damage After Delivery

Damage resulting from circumstances occurring after delivery will not be considered an original defect, including, without limitation:

  • impacts or falls;

  • moisture;

  • improper exposure to water;

  • improper handling;

  • improper storage;

  • prolonged exposure to environmental conditions incompatible with preservation of the artwork;

  • normal wear and tear;

  • modifications made by third parties.

Claims relating to such circumstances may be excluded from replacement or refund, unless otherwise required by applicable law.

11. Lost, Delayed, or Marked-as-Delivered Shipments

Mr. Beni will work with its logistics providers to manage reasonably verifiable issues related to transportation.

Delays directly attributable to the carrier, events beyond Mr. Beni's reasonable control, customs inspections, or other external logistical circumstances will not automatically constitute grounds for cancellation or refund.

When a shipment is marked as delivered but the customer states that it was not received, please contact us promptly. Mr. Beni will initiate an investigation with the applicable shipping carrier and review the circumstances surrounding the delivery.

We may request additional information or documentation and the customer's cooperation as part of this process.

A delivery confirmation issued by the carrier may be considered evidence of delivery, without prejudice to any additional investigation that may reasonably be conducted or any mandatory consumer rights applicable under the law.

12. Shipping Address Provided by the Customer

The customer is responsible for providing a correct, complete, and accessible shipping address.

Mr. Beni will not be responsible for delays, returns, or failed deliveries caused solely by incorrect or incomplete information provided by the customer.

When an order must be reshipped as a result of an incorrect address provided by the customer, additional shipping charges may apply before a new shipment is made.

13. Non-Refundable Items

Unless otherwise required by applicable law, returns or refunds will not be accepted for:

  • personalized artwork that has received final approval;

  • gift cards;

  • promotional products or items expressly identified as final sale;

  • abandoned or unclaimed orders after they have been completed and reasonable efforts have been made to contact the customer;

  • products correctly shipped according to the instructions and address provided by the customer.

14. Payments Made Through Partners or Third Parties

All Mr. Beni orders must be paid for directly through the official Mr. Beni website.

Our partners, collaborating stores, and establishments authorized to recommend or display our products are not authorized to receive payments, deposits, or complete transactions on behalf of Mr. Beni, unless expressly authorized in writing.

Any refund approved under this Policy will only be processed in relation to payments made directly to Mr. Beni through our official channels.

Payments made to unauthorized third parties will not be considered payments made to Mr. Beni and will not be subject to the refund terms established in this Policy. If a customer has made a payment, deposit, or transfer directly to an unauthorized store, partner, or third party, any claim, dispute, or request relating to that payment must be handled directly with the person, establishment, or entity that received the funds.

Mr. Beni will not be responsible for payments, deposits, or transfers made directly to unauthorized third parties and will not be obligated to produce, deliver, cancel, or refund an order for which payment was not received through its official channels.

To ensure proper protection of your order, the customer must ensure that the purchase and payment are completed directly through the official Mr. Beni website.

15. Approved Refunds

When a refund is due under this Policy:

  • it will, when possible, be issued to the original payment method used;

  • the amount will depend on the stage of the order and the conditions established herein;

  • processing times will depend on the customer's bank, payment provider, or card issuer.

Once Mr. Beni has properly processed the refund, any additional processing time imposed by banks, card networks, or external providers will be outside our control.

Where permitted by applicable law, certain external fees actually incurred and non-recoverable may be excluded from a refund, provided that such exclusion was disclosed and is legally permissible.

16. Gift Cards

Mr. Beni Gift Cards may not be redeemed for cash and are non-refundable once issued, except where applicable law requires otherwise.

Additional terms governing the use, expiration, or transfer of a gift card may be established in the terms applicable to that particular product.

17. Shipping to the United States and Costa Rica

Mr. Beni currently ships to addresses within the United States and Costa Rica.

Shipping availability may vary depending on the destination and applicable market settings.

For orders shipped within these markets, applicable taxes and shipping charges, if any, will be displayed at the time of purchase.

Delays arising from administrative processes or other circumstances outside Mr. Beni's reasonable control will not automatically constitute grounds for a return or refund.

18. Abusive, Fraudulent, or Bad-Faith Requests

To the extent permitted by applicable law, Mr. Beni may decline cancellation, return, replacement, or refund requests when there are reasonable grounds to determine that:

  • the request is fraudulent;

  • false or manipulated information has been provided;

  • there is evidence of abuse of the claims process;

  • the damage occurred after delivery;

  • the claim contradicts a previously granted approval;

  • the reasonably necessary documentation has not been provided to evaluate the matter.

Each claim will be evaluated based on its individual circumstances.

19. Relationship with Other Mr. Beni Terms

This Policy forms part of the terms applicable to purchases made through Mr. Beni and shall be interpreted together with our Terms and Conditions, Shipping Policy, Privacy Policy, and any other terms applicable to the order.

In the event of a conflict between this Policy and a mandatory provision of applicable law, the applicable legal provision will prevail.

20. Contact

To request a cancellation, report an issue with an artwork, or inquire about this Policy, please contact our team at:

Bamar Design LLC d/b/a Mr. Beni
Email: support@mrbeni.com

To help us process your request efficiently, please include your order number and a clear description of the reason for contacting us.