Refund policy

Effective date: October 1, 2026

Every portrait is made for one pet and one person, so we can't resell it. That's why you see your portrait before you pay, and why we have a clear guarantee instead of a general returns policy.

Contents

Our guarantee

  • Free preview and refine before you pay.
  • Free replacement if it arrives damaged or misprinted (report within 30 days of delivery, with a photo).
  • A free remake within 30 days of delivery if it doesn't feel like them, and a full refund if the remake still isn't right (tell us within 30 days of the remake's delivery). You keep the portrait.

Before you order

You don't pay anything to see your preview. If it isn't right, try again, switch style, or leave us a refine note. If you never order, you are never charged.

After you approve

The order button approves your preview. Right above it, you see this line:

"By ordering, you approve this preview for printing. It's made with AI and covered by our remake-or-refund guarantee."

If your portrait has a name or dates on it, the line also covers their spelling:

"By ordering, you approve this preview for printing, including the spelling of the name and dates. It's made with AI and covered by our remake-or-refund guarantee."

The line links to this policy. Here is what it means: Because your portrait is made just for you, it can't be returned for a change of mind. You can still cancel for a full refund before it goes to print, and our guarantee still applies: a free replacement if it arrives damaged or misprinted, a free remake within 30 days if it doesn't feel like them, and a full refund if the remake still isn't right.

So, after approval, we don't offer refunds for a change of mind. The guarantee below still covers you.

Canceling an order

  • Before printing: email [email protected] as soon as you can. If your portrait hasn't been sent to print yet, we cancel and refund you in full. We check each portrait and send it to print within 1 business day, so please write quickly.
  • After printing has started: we can't cancel, because our print partner has already begun. The guarantee still applies once it arrives.
  • Refine-note orders: your order waits for you to approve the proof we email. You can cancel for a full refund any time before you approve it.

Damaged or misprinted

If your portrait arrives damaged (for example a dented frame, torn canvas, cracked front, or a creased or torn paper print) or misprinted (for example wrong image, wrong size, a clear printing fault):

  1. Email [email protected] within 30 days of delivery.
  2. Include your order number and a clear photo of the problem (and the box, if it was damaged in transit).
  3. We send a free replacement. You don't need to send the damaged one back unless we ask.

A free remake if it doesn't feel like them, then a full refund

If your portrait is on your wall and something about it doesn't feel like your pet, tell us within 30 days of delivery. We will work with you on a new version, show you the new preview, and print it again, free, including shipping.

If the remake still doesn't feel like them, tell us within 30 days of the remake's delivery and we refund everything you paid for that portrait in full, including any additional pet and digital add-on ordered with it. You keep both portraits; there is nothing to send back.

  • One free remake per portrait, then the full refund if it still isn't right.
  • The remake is made from the same or a new photo of the same pet, in the same size.
  • Digital files get the same promise: a new file, and a full refund if it still isn't right.
  • We can't remake or refund for a spelling or text error that was in the text you approved, but we will always try to help at cost.

Lost in transit

If your tracking stops moving or shows delivered but you don't have it, email us. We will check with the carrier and our print partner. If it's lost, we reprint and reship it free. Please tell us within 30 days of the estimated delivery date.

Wrong address

Please check your shipping address at checkout. If a parcel comes back because the address was wrong or incomplete, we will reship it, but we may need to charge the shipping cost again.

Digital files

Digital files are delivered by email and can't be returned. If the file is faulty or doesn't match what you approved, we will fix it or replace it free. If it doesn't feel like them, the remake and refund promise above applies to digital files too.

Gift cards

Gift cards can't be refunded or exchanged for cash, except where the law requires. They don't expire.

How refunds are paid

Approved refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank.

Contact

[email protected]
Stillbrook Portraits LLC
PO Box 273, Hankinson, ND 58041