Terms & conditions

Terms & conditions of sale

Last updated: September 24, 2026

1. Who we are

This website (kivoa.es) and the Kivoa store are operated by Kivoa, based at Avenida Alcalde Don Juan Rodríguez, 11370 Los Barrios (Cádiz), Spain. Contact: contacto@kivoa.es.

2. Scope

These terms govern the sale of custom illustrated pet portraits and other personalized products through kivoa.es. By placing an order you confirm that you have read and accepted them. You must be 18 or older to purchase.

3. How ordering works

  1. Choose the style, size and frame.
  2. Upload your pet's photos and fill in the personalization details (name, traits, quote, date).
  3. Review your cart, enter your shipping details and pay.
  4. You'll receive an order confirmation email, which serves as proof of your contract.
  5. We send you a digital proof of your portrait for approval before printing.

4. Prices and payment

Prices for EU customers include VAT. For US customers, any applicable sales tax is calculated at checkout. Shipping costs are shown before you complete your purchase. We accept the payment methods shown at checkout, securely processed by Shopify Payments and its providers. We never store your card details.

5. Personalization and photos

  • You're responsible for making sure the personalization details (name, dates, text) are spelled correctly. We produce the portrait exactly as you provide them and as approved in the proof.
  • Portrait quality depends on photo quality. If a photo isn't suitable (very blurry, dark or low resolution), we'll contact you before production to ask for another one.
  • You confirm you have the right to use the photos you send us, and you grant us a limited license to use them solely to create and produce your order.
  • We will never publish your portrait or photos on social media or our website without your express consent.
  • We reserve the right to decline orders with offensive or illegal content, or content that infringes third-party rights, with a full refund.

6. Digital proof and approval

  • Within 48 business hours of your purchase, we email you a digital proof of your portrait.
  • It includes up to 2 rounds of changes at no cost (colors, text, traits, cropping). A complete change of style or new photos are treated as a new order.
  • Nothing is printed without your approval. Production starts once you give us the go-ahead.
  • If we don't hear back within 7 calendar days, we'll send you a reminder; if there's still no reply, we'll produce the latest version sent.
  • You can cancel your order for a full refund at any time before approving the proof.

7. Creative process and result

Portraits are created from your photos using digital tools, including artificial intelligence, and each one is individually reviewed and fine-tuned before printing. Each portrait is an artistic interpretation, not an exact photographic reproduction.

  • What stays the same in each style: the overall composition, the color palette and the elements described on the product page (the style's background and ornaments, extra photos, name, date, quote and traits).
  • What is unique to each portrait: the illustration of your pet (pose, brushwork, color nuances and fur) and the exact placement of decorative elements. The images on our website are examples of the style, not the exact result of your order.
  • Extra photos are included exactly as you send them, with no changes to their content; we only adjust the crop to fit the design.
  • The proof you approve is the reference for your order: we print exactly that version. Rounds of changes are for adjusting text, colors, crops and details, not for creating an entirely new design. If you're not happy with the result, you can cancel for a full refund before approving it.

8. Production and shipping

Products are made to order through our network of print and production partners in the United States and Europe. See our shipping policy for timing and delivery terms.

9. Returns and guarantee

As custom-made products, portraits can't be returned for change of mind (for EU customers, the right of withdrawal does not apply under article 103.c of Spanish consumer law). Your statutory rights are not affected. Full details in our returns & refunds policy.

10. Intellectual property

The styles, templates, designs, text and images on this website belong to Kivoa. The portrait you purchase is for your personal, private use; reproducing it or using it commercially requires our permission.

11. Data protection

We process your data in accordance with our privacy policy.

12. Governing law and complaints

These terms are governed by Spanish law, without prejudice to any mandatory consumer protection rules of your country of residence. If you have any issue, please email us first at contacto@kivoa.es and we'll resolve it as quickly as possible.