You are able to cancel your order without incurring any charges any time before shipping. It is not permitted for the customer to submit new photos after the painting process has begun. Once you have received your initial preview picture and this has been approved it is not possible to cancel your order at this stage. No refunds will be offered if the received portrait is slightly different in colour aspects from the agreed preview, this is due to camera, screen resolution and light effects.
Our products are all custom hand made as per customer's specification. As per the Law of the United States of America and the European Union, producers of custom made products are not obliged to provide a return / refund policy for such items. The sale is final. While you are able to cancel the order for a full refund before final approval (if you have selected medium "Oil", for any other medium the deposit is non-refundable), it is not possible to return the received product unless damages occurred during shipping. You will be entitled to a free re-paint in this case. The turnaround of the re-paint will be similar to the initial painting.
In cases where the cancellation is a result of the customer`s change of heart and not related to the performance of our artists or our customer service team, deposits are non-refundable.