Refund Policy

1. Before you buy anything

Every portrait produces a free watermarked preview, and each visitor gets one free preview a day. A generation that fails does not use up the day. Nothing is charged until you have seen the result and chosen it — so please use that, rather than buying hopefully and asking afterwards.

2. Digital portraits

A watermark-free file is delivered the moment you buy it, which is why the checkout asks you to consent to immediate delivery and to waive the statutory 14-day withdrawal right for that file (Directive 2011/83/EU, Art. 16(m)). Once the download has begun it is not generally refundable.

We do refund it when the fault is ours:

• the file will not download, or arrives corrupt;
• you were charged twice for the same portrait;
• you were delivered something other than the variant you chose.

3. Prints

A print is made from your own photograph, so it is a personalised item and statutory withdrawal does not automatically apply. We are more generous than that:

• Damaged in transit or misprinted — photograph it, send us the picture, and we produce a replacement. You do not need to return the damaged one.
• Never arrived — if tracking shows no delivery 30 days after dispatch, we reprint or refund in full, your choice.
• Changed your mind — a canvas is printed from your own photo to order, so the statutory 14-day withdrawal right does not apply to it. We offer one anyway: write to us within 14 days of delivery and we will arrange the return with you. Please do not post anything back before you have heard from us. There is no warehouse behind this studio and no return address published on this site, so we confirm in writing where your canvas should go before you send it — a parcel posted to an address you guessed at is a parcel we cannot refund. It has to arrive in its original packaging and in resaleable condition, and we refund the item once it does. Return postage is yours.

A print is prepared after payment for submission within 24 hours and cannot be cancelled once it has entered production. Write immediately if you need to stop one and we will try.

4. What is not refundable

A portrait you simply do not like, having seen the free preview of it first. A print ordered to the wrong address you supplied. A style that rendered exactly as the preview showed. This is the trade for having no account, no subscription and no upfront commitment: the decision point is the preview, and it costs nothing.

5. How to ask

Email hello@portraitunion.com with your preview link (the /p/… address) or the email address you used at checkout, and a sentence about what went wrong. A photograph helps for anything physical. We answer within a working day.

6. How long it takes

Approved refunds are issued through Stripe to the original payment method within three business days. Your bank then takes its own time — usually five to ten days — over which we have no control.

7. Chargebacks

Please write to us before opening a chargeback. A dispute takes months and a refund takes days, and there has never yet been a case worth the difference.

8. Contact

hello@portraitunion.com. See also our Terms and Privacy Policy.