Refund policy

Last updated: September 29, 2025

Thank you for shopping with The Royal Portraits. This policy explains how returns, refunds, cancellations, and revisions work for both digital and physical products.

1) Scope

  • This policy applies to all purchases made on theroyalportraits.com.
  • Because our products are customized, some rules differ for digital files vs printed items (canvases, framed prints, posters, etc.).
  • This policy is always available in our site footer and is shown before checkout.

2) Revisions & Satisfaction Guarantee

  • We offer unlimited free revisions to your portrait until you are fully satisfied.
  • Revisions include reasonable tweaks to color, style, composition, or facial details based on your original brief.
  • Please request revisions within 30 days after receiving your first preview (later requests may be considered at our discretion).
  • Revisions don’t cover complete redesigns outside the original order scope.

3) Digital Files (Downloadable Products)

  • Once a digital file has been delivered (sent to your email or made available for download), it can’t be returned, and refunds aren’t available, except when:
    • There’s a technical issue (e.g., corrupted file, wrong format) that we can’t resolve with a replacement; or
    • The delivered file clearly doesn’t match the product description or your approved preview.
  • If you encounter a problem, contact info@theroyalportraits.com within 7 days of delivery. We’ll provide a replacement or refund where appropriate.

4) Printed Products (Physical Items)

  • Return window: Request a return or refund within 30 days from the date of delivery.
  • Condition: Items must be unused, undamaged, and safely packaged for return.
  • How to start: Email info@theroyalportraits.com with your order number, photos (for damaged/defective items), and a brief description of the issue.
  • Return shipping:
    • If the item is defective, damaged in transit, or there’s an error on our side, we’ll cover return shipping or provide a replacement at no cost.
    • For change-of-mind returns, the buyer covers return shipping.
  • Refund timing: After we receive and inspect the return, we’ll confirm approval within 5 business days. Approved refunds are initiated within 2 business days to your original payment method (your card issuer may take additional time to post the credit).
  • Exclusions: Highly personalized or custom items (beyond standard revisions) may be non-returnable unless defective.

5) Cancellations & Partial Refunds

  • Before production: Cancel within 24 hours of ordering for a full refund.
  • After production begins: Cancellations may incur a 20% fee to cover work and materials already committed.
  • Partial refunds: If only part of an order is returned or refunded, we may deduct reasonable handling/restocking fees (capped at 15% of the item’s value) where applicable.

6) Taxes, Duties & Shipping Charges

  • For returns due to defect, we’ll refund applicable taxes and our standard shipping where legally required.
  • For change-of-mind returns, original or upgraded shipping is typically non-refundable. If your order qualified for free/discounted shipping, we may deduct our actual shipping cost from the refund when permitted by law.

7) Exceptions & Special Cases

  • Damaged/defective items: Eligible for full refund or replacement; please contact us promptly with photos.
  • Missing items or fulfillment errors: We’ll correct the issue at no cost.
  • Final-sale items: Any non-returnable items will be clearly labeled on the product page.

8) Your Legal Rights

Nothing in this policy limits your statutory rights. Where local laws provide additional protections, those protections apply. For EU/UK customers: the statutory right of withdrawal generally does not apply to custom-made or personalized products.

9) Contact

For any return, refund, or revision request, email info@theroyalportraits.com with your full name, order number, item(s), a description of the issue, and photos for damaged/defective items.