Refund policy

Returns, Refunds & Revisions Policy

Custom & Personalised Artwork

All portraits are custom-made to order based on the photos and instructions provided by the customer. As such, they are classified as personalised goods under UK law.

In accordance with the Consumer Contracts Regulations 2013, personalised items are exempt from the 14-day cancellation and return rights once work has commenced.


Money-Back Guarantee

We offer a 100% money-back guarantee prior to the commencement of artwork.

Once your portrait has entered production or has been completed, refunds are no longer available. At this stage, our service transitions to our revisions process outlined below.


Revisions Policy

We are committed to ensuring you are happy with your portrait and offer unlimited revisions within reasonable scope.

Revisions include adjustments to:

  • Facial features
  • Expressions
  • Minor composition changes
  • Artistic refinements

Revisions do not include:

  • Completely new concepts or compositions outside the original brief
  • Replacement of subjects where unsuitable or insufficient reference photos were provided

Customers are responsible for providing clear, high-quality reference images. The final outcome will reflect the quality of the images supplied.


Partial Refunds (Discretionary)

In certain cases, we may offer partial refunds where specific elements of an order cannot be completed as intended (for example, due to insufficient photo quality).

Any such refund is made at our sole discretion and does not constitute acceptance of a full refund request.


Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If a service is not carried out with reasonable care and skill, we will:

  1. Offer revisions to correct the issue
  2. If a satisfactory resolution cannot be achieved, consider an appropriate remedy in line with UK law


Order Approval & Completion

A portrait is considered completed once:

  • A proof has been delivered to the customer, and
  • Reasonable opportunities for revision have been provided

Requests for refunds after this stage will not be accepted where revision options remain available.


Shipping & Final Acceptance

By approving the final proof for printing/shipping, you confirm that you are satisfied with the artwork.

No refunds will be issued once a portrait has been approved and dispatched.