Every piece from Drawnly Art is a unique, hand-painted commission created specifically for you. Because each artwork is made to order and personalised to your reference photos, our return policy reflects the bespoke nature of what we create.
1. Custom Artwork — No Returns Once Production Begins
Once you have submitted your reference photo(s) and your order is confirmed, production begins promptly. As a personalised, made-to-order item, your portrait is exempt from standard return and cancellation rights under applicable distance selling regulations (including Article 16(c) of the EU Consumer Rights Directive and the equivalent UK Consumer Contracts Regulations 2013).
We do not accept returns or issue refunds simply because a completed artwork is not to your taste, as the piece was created using the exact reference materials you provided.
2. Free Revision
We want you to love your portrait. Before we finalise and ship your artwork, we will send you a digital preview image. At that stage, you are entitled to one round of revisions at no additional cost — for example, adjustments to colour tone, background shading, or composition balance.
Revision requests that ask for a fundamentally different subject or that arise from a low-resolution or misleading reference photo may incur an additional fee, which we will communicate before proceeding.
3. When We Will Issue a Full Refund
We will issue a full refund or replacement in the following circumstances:
- Damage in transit: Your artwork arrives physically damaged. Please photograph the damage and the packaging and contact us within 7 days of delivery.
- Wrong item received: You receive a portrait that is clearly not your commission.
- Non-delivery: Your order does not arrive within 30 days of the estimated delivery date and tracking shows no movement.
- Our error: We made a material error that deviates significantly from your confirmed order details.
To request a refund or replacement, please email vq716704@gmail.com with your order number, a description of the issue, and photos where relevant.
4. Cancellations
You may cancel your order and receive a full refund within 24 hours of placing it, provided we have not yet begun production. After 24 hours, or once a preview image has been sent to you, cancellations are not possible as the artwork will have been completed or be in progress.
To cancel, email vq716704@gmail.com with your order number as soon as possible.
5. Refund Processing
Approved refunds are processed to your original payment method within 5–10 business days. We will notify you by email once the refund has been issued. Processing times beyond that are subject to your bank or payment provider.
6. Photo Quality
The quality of your final portrait depends heavily on the reference photo(s) you submit. We recommend providing clear, well-lit images where the subject’s face and key features are visible. If we believe a submitted photo is insufficient, we will contact you to request a better image before beginning work.
7. Contact
For any questions about your order or this policy, please reach out to:
Email: vq716704@gmail.com
We aim to respond within 1–2 business days.