Refund & Returns Policy
Every product sold by Custom Portraits is “made to order”, which means it is specifically manufactured for each client and only after the order is placed. Accordingly, Custom Portraits does not accept refunds, returns or exchanges for orders that have been already printed. We are also unable to make any changes or cancellations to orders after 24 hours from the moment the order is placed; however, products under the website’s category “Custom” include an additional “Artwork Approval” process that enables the Client to request adjustments on the digital file, before it is printed.
The Artwork Approval process starts when the digital file is emailed to the Client and ends upon the Client’s confirmation. As part of that review process, changes can be requested by the Client on both digital artwork and printed product. You (the Client) acknowledge that the approval process may include adjustments to the artwork but not to change what the artwork is based on and that Custom Portraits may elect to make these changes in its sole discretion.
In case a Product(s) shows print defects or gets damaged while in transit, you will be requested to provide clearly visible photos, videos or both of the damage, including packaging if applicable, to [email protected]. Custom Portraits may elect to restore or replace the defective or damaged Product(s) in Custom Portraits’ sole discretion following a review of the photos/videos submitted (“Damage Review”). When requesting a Damage Review, you expressly acknowledge and agree to the following: a) photos/videos or both of the damage must be received by Custom Portraits no fewer than seventy-two (72) hours following the indicated delivery date of the applicable Order by the shipping provider responsible for delivering the Order; b) products, when printed, may vary from the Content as displayed on-screen, such as due to how computers display colors. Such deviation between on-screen Content and physical Products that are not due to printing errors shall not be deemed a defect; c) Custom Portraits may elect to replace the damaged Product in its sole discretion; d) the remedies provided for above are your sole remedies for any defective Product, and exclude, to the fullest extent permitted by law, any other remedy available to you (the Client).