Refund policy
Personalised orders and change-of-mind returns:
Every Pen to Portrait print is personalised and created specifically for you. We therefore cannot accept returns or provide refunds simply because you have changed your mind.
This applies to all custom portrait orders, including pet portraits, people portraits, locket portraits, faceless portraits and other personalised artwork.
This does not affect your statutory rights if your order arrives damaged, is faulty or is not as described.
Cancellations:
Orders may be cancelled for a full refund within 24 hours of being placed. To request a cancellation, please email orders@pentoportrait.com with your name and order number.
After this period, work on your personalised portrait may have begun and cancellations cannot be accepted.
Damaged, faulty or incorrect orders:
Please contact us as soon as possible if:
- Your print arrives damaged or faulty
- Your order is materially different from the approved proof or agreed specifications
- You receive the wrong item
Please include your order number and clear photographs showing the problem. Where reasonably possible, we ask that you contact us within 14 days of receiving your order. This request does not limit your statutory rights.
We will usually aim to resolve the problem by providing a replacement print at no additional cost. Depending on the circumstances and your rights under UK consumer law, you may instead be entitled to another remedy, including a refund or price reduction.
Proof approval and customer-provided information:
Please check all names, photographs, colours and requested details carefully before submitting your order and when approving your artwork proof.
We cannot accept responsibility for errors contained in information supplied or approved by the customer, unless the error was introduced by Pen to Portrait.
Please be aware that colours can appear slightly different when printed compared with how they look on a phone, tablet or computer screen. Screen brightness, display settings and calibration can all affect how colours are shown, so minor variations are normal. If you feel the colour difference is significant, please contact us so we can take a look.
Approving your artwork proof does not affect your statutory rights if the finished physical print arrives damaged, is faulty or is materially different from the approved proof.
Orders lost in transit:
If your order has not arrived within the expected delivery timeframe, please contact us with your order number. We will investigate the delivery with the postal or courier service.
If your order is confirmed as lost in transit, we will arrange an appropriate replacement or refund.
Refunds:
Where a refund is agreed, it will be issued to your original payment method without undue delay and within 14 days of the refund being agreed. Your bank or payment provider may take additional time to show the refund in your account.
Contact us:
For cancellations, returns or problems with an order, please contact: orders@pentoportrait.com
