Refund Policy

Last updated: 27 April 2026

Each portrait is generated and printed for you the moment you approve it. Because of that, our refund rules are different to a normal "ship from a warehouse" shop. Here's the plain-English version.

Before you approve the proof

You can cancel for a full refund at any time before you click Approve on the proof email. Just reply to the proof email and ask us to cancel — no questions, full refund within 5 working days.

If you don't like the proof, you don't have to approve it. Reply with what you'd like changed and we'll work with you on a revision before anything goes to print.

After you approve

Once you approve, we send your file to the printer and you're committed to the order. Because the print is unique to you, we cannot accept a "changed my mind" return. Under EU consumer law, made-to-order goods are exempt from the standard 14-day cooling-off period for the same reason.

If something arrives wrong

We stand behind every print. If your portrait arrives:

• Damaged in transit
• Materially different from the digital proof you approved
• With a clear print or paper defect
• Or doesn't arrive at all within a reasonable window

…email hello@example.com with a photo of the issue within 14 days of delivery and we'll either reprint and reship at our expense, or refund you in full. Your choice.

If we cancel your order

Occasionally an order can't be fulfilled — the address is invalid, the photo isn't usable for generation, or our print partner can't ship to your country. If we cancel for any reason, you get an automatic full refund to the original payment method, plus an email letting you know what happened.

How refunds are paid

Refunds go back to the original card or payment method via Stripe. They typically appear in your account within 5 working days, but exact timing depends on your bank.

Questions

Honestly, just email hello@example.com. We'd rather sort it out than have you hit a chargeback.