Refund Policy

Last updated: June 2026

Overview

We stand behind the quality of our work. This policy outlines our refund process and your consumer protections. Please review this carefully before ordering.

1. Quality Guarantee

We guarantee that every silicone portrait will meet our premium quality standards before shipment. Each portrait is handcrafted and individually reviewed to ensure excellence. If your portrait arrives with quality issues, we will work with you to resolve them.

2. Deposit Refunds (Before Production)

Deposits may be refunded in the following circumstances:

  • Before authorization approval: Full deposit refund with written notice
  • Before production begins: Full refund minus 10% processing fee (within 7 days of payment)
  • After production starts: Non-refundable, as artisan work has commenced
  • Authorization issues: Full refund if legal authorization cannot be obtained

3. Refunds During Production

Once production has begun, we cannot offer refunds as the artisan has begun handcrafting your unique portrait.

However, if you have concerns about the direction of production, you may request modifications or adjustments during progress review stages at no additional charge (within reason).

4. Quality Issues Upon Delivery

If your portrait arrives with quality defects:

  • Report within 14 days of delivery with photographic evidence
  • We will assess the issue and determine whether repair or replacement is appropriate
  • Insurance will cover replacement or full refund
  • Shipping for replacement will be covered by us

5. Shipping Damage

If your portrait arrives damaged during shipping:

  • Report within 14 days with photos of damage and packaging
  • Insurance coverage applies to all shipping damage
  • We will coordinate replacement at no cost to you
  • Full refund available if replacement is not acceptable

6. Dissatisfaction with Completed Portrait

Each portrait is custom-created based on your specifications. We work closely with you throughout production with progress updates and your approval at each stage.

However, if you are genuinely dissatisfied with your completed portrait:

  • Contact us within 14 days of delivery to discuss concerns
  • We may offer modifications or adjustments (additional fees may apply)
  • If the issue is a result of our error, we will make corrections at no charge
  • Refunds for completed custom work are not available except in cases of artisan error

7. Shipping Costs

Shipping costs are separate from the portrait cost and quoted after production is complete. Shipping costs are non-refundable unless the shipment is damaged or lost (covered by insurance).

8. Cancellation After Final Approval

Once you have approved the final portrait and agreed to proceed with shipment, cancellation is not available. The portrait will be shipped according to your shipping quote.

9. Processing Time for Refunds

All refunds (when applicable) will be processed within 10 business days of approval. Refunds are credited to the original payment method. Your bank may take an additional 3-5 business days to reflect the credit.

10. Communication Requirements

To request a refund or resolve quality issues:

  • Contact us via our contact form with specific details
  • Provide photographic evidence of any defects or damage
  • Include your order number and original payment information
  • Be prepared to discuss the issue and work toward resolution

11. No Refunds for Personal Preference

Refunds are not available simply because you changed your mind about the portrait after it's completed and approved. This is why we emphasize the importance of progress reviews and your approval throughout the production process.

12. Insurance Claims

For shipping damage or loss, insurance claims may take additional time to process. We will coordinate with the insurance provider and keep you informed of the resolution.

13. Legal Rights

This policy does not affect your legal rights under consumer protection laws in your jurisdiction. If you have concerns about a refund, you may have additional remedies available.

14. Contact Us

If you have questions about our refund policy or need to address a refund issue, please contact us. We're committed to making things right.

15. Policy Updates

This refund policy may be updated periodically. Changes will be posted on our website, and you will be notified of significant updates.