Refund & replacement policy

Made for you

Every portrait is made from your own photos, so every order is personalised and made to order. That means we can’t take returns or give refunds for a change of mind.

When something goes wrong on our side, we put it right: a damaged, misprinted or wrong item gets a free replacement or a full refund.

Your preview is your approval

You see your portrait before you pay, and you can redo a face or change the text for free until then. Please look at it closely. The portrait you buy is the one you approved: we don’t edit it afterwards. If a digital file didn’t come out the way you hoped, the free remake below gets you a new one.

Digital files

A digital file is delivered as soon as you pay, so it can’t be cancelled or refunded. If the file won’t open, never arrived, or doesn’t match the preview you bought, tell us and we’ll fix it or refund you.

Free remake of a digital file

Not happy with a digital file you bought? Within 30 days of buying it, make a new preview of the same design with new photos of the same people or pets, then tell us through our contact page which one it is. We’ll send you its file free. It’s once per file bought, and the remake can’t itself be remade. A different design or style is a new portrait, not a remake.

Cancelling a canvas order

We check every canvas order by hand before it’s printed. Until then you can cancel it for a full refund, or have us correct a mistake such as a misspelt name: reply to your order email. Once it has gone to print, it can’t be cancelled or changed.

When we replace or refund

• Damaged in transit: it arrived torn, dented, cracked or broken.
• Misprinted: obvious colour distortion, blur or print defects that aren’t in your preview.
• Wrong item: a different portrait, size or product from the one you ordered.
• Lost: tracking shows it lost, or it still hasn’t been delivered 30 days after its estimated delivery date.

What we can’t refund

• A change of mind after you’ve paid.
• Not liking the style or the likeness of a portrait you approved in its preview. For a digital file, the free remake with new photos is there for that.
• Quality limits from the photo you uploaded (low resolution, blur, poor light) that show in the preview.
• A wrong or incomplete shipping address given at checkout.
• A parcel that tracking shows as delivered to the address you gave.
• Small colour differences between your screen and the print. Screens and canvas show colour differently.
• Problems reported more than 14 days after delivery.

How to report a problem

Reply to your order email within 14 days of delivery, with:

• what’s wrong
• photos of the item and its packaging (for damage or a misprint)

Replacements and refunds

A replacement is printed and shipped again at no cost to you. If a replacement isn’t possible, or you’d rather have your money back, we refund the full amount to your original payment method. It usually shows up within 5–10 business days, depending on your bank.

This policy doesn’t affect your rights under the consumer law of the country you live in.

Questions

Write to us through our contact page.