Refund policy

Cancellation, Refund, Return and Customer Credit Policy

All portraits, original artwork and prints from The Art Shop are made to order. Please review this policy before completing your purchase.

Cancellations and Refunds

You may cancel your order within 48 hours of the original purchase date and time for a full refund.

Orders Placed Through an Authorized Selling Partner

For an order placed through an Authorized Selling Partner, the cancellation request must be made directly to the partner that processed your payment.

Orders Placed Directly Through The Art Shop

For an order placed directly through www.theartshop.com, please email hello@theartshop.com within the 48-hour cancellation period.

Use the subject line:

Cancel Order #[your order number]

Please include your full name, order number and cancellation request in the body of the email.

The time the cancellation request was sent will determine whether it falls within the 48-hour cancellation period.

After the 48-hour cancellation period, the order becomes final and cannot be cancelled or refunded because our products are made to order.

Any approved refund will be returned to the original payment method by the business that processed the payment. Processing times may vary depending on your bank, credit-card issuer or payment provider.

Custom-Portrait Proof Approval

Nothing enters physical production until you have reviewed and approved your digital proof.

Your order includes up to two permitted revisions. Requests beyond the included revisions may be subject to an additional fee.

Please review the proof and either approve it or provide feedback within two business days of receiving it. Additional revision rounds, or delays in providing feedback or approval, will extend the production schedule and shift the expected delivery date accordingly.

Once the final proof has been approved and physical production has begun, the portrait cannot be cancelled, returned or refunded because of:

  • A change of mind
  • Personal-preference concerns
  • A request to use a different source photograph
  • A change to the selected size, orientation or portrait style

Submission of Suitable Photographs

Once The Art Shop emails you instructions for submitting your photographs, please provide the required digital photographs as soon as you can.

If your photographs are delayed, or if replacement or additional photographs are required, the expected timeline will shift accordingly.

The photographs must be reviewed and accepted by The Art Shop. Sending a photograph does not complete this requirement if the image is too small, dark, blurred, cropped or otherwise unsuitable.

If all required suitable photographs have not been received and accepted within 21 days from the date of our photograph-request email:

  • The order becomes inactive.
  • The amount paid is not automatically refunded.
  • The amount remains available as a customer credit with The Art Shop for two years from the original purchase date.

Original-Price Protection and Customer Credit

Your original portrait price is protected for six months from the original purchase date.

  • If you reactivate the order within six months, the original portrait price applies.
  • After six months, the credit remains valid, but current regular portrait pricing applies.
  • Promotional and sale pricing does not apply to reactivated orders.
  • If the current regular price is higher, you will be required to pay the difference.

The customer credit expires two years after the original purchase date and is not refundable or redeemable for cash after the initial 48-hour cancellation period.

Delays in submitting suitable photographs do not restart or extend:

  • The 21-day photograph-submission period
  • The six-month original-price protection period
  • The two-year customer-credit period

Returns and Exchanges

Because our portraits, original artwork and prints are made to order, we do not accept returns or exchanges.

Damage and verified production errors are handled separately and are not considered ordinary returns.

Damage Identified at Partner Pickup

If you are collecting a portrait from an Authorized Selling Partner, please inspect it carefully before leaving the premises.

If you notice visible damage:

  • Do not accept or remove the portrait.
  • The Authorized Selling Partner will retain it.
  • The partner will contact The Art Shop so the issue can be reviewed and rectified.

Once the portrait has been inspected, accepted and removed from the Authorized Selling Partner’s premises, claims for visible damage that could reasonably have been identified during the pickup inspection will not be accepted.

Damage to Shipped or Delivered Orders

If a portrait, original artwork or print is shipped or delivered directly to you and arrives damaged, please contact The Art Shop promptly and provide:

  • Your order number
  • Clear photographs of the damage
  • A photograph of the complete artwork
  • Photographs of the exterior and interior packaging
  • A photograph of the shipping label, where applicable

Please retain the artwork and all original packaging until the claim has been reviewed.

Once the damage has been verified, The Art Shop will arrange a replacement.

Verified Production Errors

If a finished portrait does not reasonably match the approved proof because of a verified production error, please contact The Art Shop and provide clear photographs of the completed portrait.

Once the issue has been reviewed and verified, we will work with you to rectify the problem.

A change of mind or personal-preference concern after final proof approval is not considered a production error.

Consumer Rights

This policy does not limit any rights or remedies available under applicable consumer-protection law.