Love it, or we'll make it right.
30-day satisfaction guarantee on every order. Here's how it works.
The free-redo promise
Because every piece is custom AI-generated for you, traditional returns don't quite make sense — there's no “restock” for a one-of-one print. So we do something better: if you're not thrilled when your piece arrives, we'll regenerate and reprint it, at no charge, up to two more times.
Most customers get it right the first time because of the in-wizard preview. For the rest, the free-redo is how we stand behind the work.
How to initiate a redo or return
- Within 30 days of delivery, email support@portraits.com with your order number and a short note about what you'd like changed.
- We'll reply within one business day with next steps — usually a link to re-enter the wizard with your original prompt pre-loaded so you can iterate.
- Once you approve a new preview, we'll print and ship the redo. The original piece is yours to keep, recycle, or gift.
Damaged in transit
If your piece arrives damaged — cracked frame, scuffed print, broken glazing — please photograph the box and the damage within 7 days of delivery and email support@portraits.com. We'll ship a replacement at no cost. No need to return the damaged piece.
Refunds
If a redo isn't the right fit — say you've moved and no longer need the piece — we'll issue a refund for the print value (shipping is non-refundable once shipped). Refunds process within 3–5 business days and appear on your original payment method within one billing cycle.
What's non-returnable
- Gift cards (non-refundable by law in most US states, but never expire and can be transferred).
- Orders placed more than 30 days before the return request — though if it's close, email us and we'll usually make an exception.
- Pieces damaged by the customer after delivery (e.g., dropped while hanging). We can reprint at a 40% discount in those cases.
- Custom gallery sets that have already shipped — individual pieces within the set are still eligible for the free redo.
A note on custom work
Most print-on-demand companies claim “all sales final” on custom pieces. We don't — because we think that's a cop-out. If the piece we made doesn't land, that's on us to fix, not on you to live with.