Refunds and Redo Policy

We want you to love your portrait. If you don't, we will make it again or give you your money back.

Our redo-or-refund promise

Within 30 days of your purchase, if you are not happy with a portrait you bought, email hello@[domain] with your order number and a line about what is wrong. You choose:

• A redo. We generate the portrait again, free. You can send a different photo or tell us what to change (for example “her ears are darker” or “he looks too grumpy”). You can ask for up to two redos per portrait.
• A refund. We refund the full price of that portrait. For The Collection, we refund the whole order if you are unhappy with it overall.

You don't need to delete or return anything, and we won't argue about taste. We only ask that you contact us rather than opening a chargeback with your bank: it is faster for you and costs us far less.

How refunds are paid

Payments are processed by Stripe as merchant of record, so refunds go back to your original payment method through Stripe. We start the refund within two working days of your request; your bank may take 5–10 working days to show it.

Technical problems

If a download link expires or does not work, or a file is damaged, we will send a new one at no cost, whenever you ask within the download period, and afterwards for as long as we still hold the file.

Your legal rights

This promise is in addition to your legal rights, not instead of them. Consumer law requires digital content to match its description and be of satisfactory quality. If it does not, you are entitled to a repair or replacement, or to a price reduction or refund, even after the 30-day promise has ended.

If you are in the EU or UK, see also Right of withdrawal for how the 14-day cooling-off period works for digital downloads.