RETURNS, REFUNDS & EXCHANGES
Approval Before Completion
Every painting is custom-made based on your photo. Before it is finished, we always send you a preview for approval, so you can be sure the result matches what you had in mind. At this stage, you can request adjustments or changes at no additional cost, with no set limit on the number of revisions. This is our main way of making sure you’re happy with your painting before it ships — you can read more in our satisfaction guarantee.Cancelling Your Order
Because every PaintedPic painting is created individually by hand and takes many hours of an artist’s time, how cancellation works depends on how far your order has progressed.Before painting has started: if you cancel before the artist has begun painting, you’ll receive a full refund.
Once painting has started: we can no longer give an automatic full refund simply because you’ve changed your mind, since the artist has already begun dedicating time and materials to your commission. If you cancel while your painting is still in progress, we will provide a fair partial refund that reflects the work the artist has already carried out and the costs already incurred, so you’re only charged for the work actually done. We don’t work from a fixed refund percentage — every painting and every stage of work is different, so we assess each cancellation individually based on how far the commission has progressed.
Once your painting is finished: before it ships, you’ll always get to review it and request revisions — at no additional cost and with no set limit — until you’re happy with it. This is our main way of making sure you’re satisfied once painting has begun.
After you give final approval: the order can no longer be cancelled or returned simply because you’ve changed your mind — see “Custom-Made Artwork and Returns After Approval” below for details.
Custom-Made Artwork and Returns After Approval
Once you approve the final design and we begin finishing work on your painting, the order can no longer be cancelled or returned solely because you changed your mind. This is goods made to order to your specifications, which is exempt from the standard 14-day right of withdrawal. This does not affect any other statutory rights you may have as a consumer.Damaged, Defective or Incorrect Items
If your painting arrives damaged, shows a manufacturing defect, is not the item you ordered, or otherwise does not conform to what you ordered, you remain entitled to an appropriate remedy under applicable consumer law, such as a repair, replacement, or refund. Please contact us as soon as possible at info@paintedpic.com with a photo, your order number and a short description of the issue, and we will handle your claim individually.Who Covers Shipping Costs?
- If your item is damaged, defective or incorrect, we cover the return shipping.
- For custom paintings, once you have approved the final design, returns due to a change of mind are not possible.