Refund policy

RETURNS & REFUNDS

Every portrait is painted by hand, for one person, from their photograph. 
It can't be resold to anyone else. That shapes everything below.

You'll see your portrait twice before it ships.

1. THE MOCKUP — CANCEL FOR A FULL REFUND
Before any paint touches canvas, I compose your portrait digitally and 
send it to you. If you don't like it, cancel right there for a full 
refund, no questions asked. Nothing gets painted until you say yes.

2. THE FINISHED PAINTING — REVISIONS
Once it's painted, I photograph it and send it to you before it's packed. 
Tell me what to change and I'll revise until you're happy. Revisions at 
this stage are included.

AFTER IT SHIPS
Because the piece was made for you and can't be resold, I don't accept 
returns once a portrait has shipped and arrived as approved.

DAMAGE OR LOSS IN TRANSIT
If it's damaged in transit or never arrives, that's on me — I'll repair, 
replace, or refund. Email me within 14 days of delivery (or of the 
expected delivery date, if it never came) with photographs of the damage 
and the packaging, and I'll take it from there.

TIMELINE
I aim to ship within four weeks of mockup approval, and I guarantee no 
later than five. If I'm going to miss that, you'll hear it from me first 
and you can cancel for a full refund.

HOW REFUNDS ARE ISSUED
Refunds go back to your original payment method within 5–10 business days 
of approval, depending on your bank.

If you paid for international shipping and I refund before the painting 
ships, the shipping cost is refunded too. Customs duties and import taxes 
are collected by your carrier, not by me — I can't refund those, and you 
would need to claim them from your country's customs authority.

IF YOU HAVEN'T SENT PHOTOS YET
You can order before you have your photographs sorted out — I email you a 
link afterward. If you change your mind before sending them, just tell me 
and I'll refund in full.

If I don't hear from you at all, I'll follow up. If there's still no 
response after six months, I'll treat the order as cancelled and refund it.

QUESTIONS
Email me at support@portraitpalette.com. I answer everything myself, usually within one 
business day.