Refund Policy

Last updated: April 2026

At Portrait Union, we want you to be completely satisfied with your purchase. Because our products include both digital AI-generated content and physical canvas prints, our refund policy varies by product type. Please read this policy carefully before making a purchase.

1. Digital Portrait Packs

Digital portrait packs (1 Portrait, 3-Pack, and 5-Pack) are purchases of portrait units and preview credits used to generate AI-transformed images.

• Unused credits: If you have not used any portrait units or preview credits from your purchase, you may request a full refund within 14 days of the purchase date.
• Partially used credits: If you have used some but not all credits, we may offer a partial refund for the unused portion at our discretion, provided the request is made within 14 days of purchase.
• Fully used credits: Once all portrait units and preview credits from a purchase have been consumed, the purchase is non-refundable. AI-generated images are custom content created specifically for you and cannot be "returned."

2. Canvas Prints

Canvas prints are custom-made physical products produced from your AI-generated portrait.

• Damaged or defective: If your canvas print arrives damaged, defective, or materially different from the approved preview, contact us within 14 days of delivery. We will provide a full refund or free replacement at your choice. Please include photos of the damage.
• Shipping issues: If your canvas print is lost in transit or not delivered within 30 days of the estimated delivery date, we will ship a replacement or issue a full refund.
• Change of mind: Because canvas prints are custom-made to your specifications, we cannot accept returns or issue refunds for change of mind. Please review your portrait preview carefully before ordering a canvas print.

3. Failed Generations

If an AI generation fails due to a system error or technical issue on our end, your credits are automatically restored. You do not need to contact us for this — the system handles it instantly. No preview credits or portrait units are consumed for failed generations.

4. Free Preview Sessions

The free preview offered to new users is complimentary and non-refundable, as no payment is involved. If a free generation fails due to a system error, your free preview is automatically restored so you can try again.

5. How to Request a Refund

To request a refund, email us at hello@portraitunion.com within 14 days of your purchase. Please include:

• Your account email address
• The date of purchase
• The product purchased (e.g., "3-Pack Digital Portraits")
• The reason for your refund request
• For damaged canvas prints: photos showing the damage

We aim to respond to all refund requests within 24 hours.

6. Refund Processing

Approved refunds are processed to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer. You will receive an email confirmation when the refund is issued.

7. European Union Consumer Rights

If you are a consumer in the European Union, you have a 14-day right of withdrawal for online purchases under the Consumer Rights Directive (2011/83/EU). However, in accordance with Article 16(m) of the Directive, the right of withdrawal does not apply to the supply of digital content that is not supplied on a tangible medium if the performance has begun with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal.

By purchasing and using portrait credits to generate AI images, you expressly consent to the immediate performance of the digital content service and acknowledge the loss of your right of withdrawal for consumed credits. Your rights regarding unused credits remain as described in Section 1 above.

8. Chargebacks

We encourage you to contact us before initiating a chargeback with your bank or credit card company. We are committed to resolving disputes quickly and fairly. Filing a chargeback without first contacting us may result in account suspension pending investigation.

9. Changes to This Policy

We may update this refund policy from time to time. Changes take effect when posted on this page. The "Last updated" date at the top indicates the most recent revision. Purchases made before a policy change are governed by the policy in effect at the time of purchase.

10. Contact Us

If you have questions about this refund policy or need assistance with a purchase, contact us at hello@portraitunion.com. We're here to help.