Refund policy

Portrait Club products are created to your individual specification. Under UK consumer regulations (Consumer Contracts Regulations 2013, Regulation 28(1)(b)), personalised goods are exempt from the standard 14-day cooling-off period.

If your order arrives with a manufacturing defect or is damaged in shipping, we will send a free replacement at no cost to you. Contact us within 14 days of receiving your order, including photos of the issue.

If portrait creation fails after payment (a rare occurrence), you will receive an automatic full refund. No action is required on your part.

While not required by law for personalised goods, we may offer discretionary refunds or store credit in exceptional circumstances. Each case is reviewed individually.

Email info@portraitclub.studio with your order ID and a description of the issue. We aim to respond within 24 hours on business days.