Refund policy
REFUND POLICY
Made to order Every Solasframe portrait is made from your photo, for your pet. Nothing is held in stock, so we don't accept returns or exchanges for a change of mind.
You approve it before you pay You see your portrait on the product page before you buy, and you can try again up to five times for free. Adding a portrait to your cart approves that version. Before anything prints, a person checks it against your photo. If that check finds a problem with the likeness, we contact you before printing.
Cancellations You can cancel for a full refund until your portrait has passed our check and gone to print. Once it's in production, it can't be cancelled.
Damaged, faulty or not as approved If your portrait arrives damaged, has a printing fault, or doesn't match the version you approved, tell us within 30 days of delivery. Send your order number and photos of the item and its packaging. We'll reprint it at no cost, or refund you if a reprint isn't possible. You won't need to send the item back.
The name on your portrait We print the name exactly as you type it. Please check the spelling before you order.
Color and finish A screen is lit from behind and a print isn't, so colors on canvas and paper sit a little deeper and softer than on screen, most of all in dark backgrounds. That's normal for printed work and isn't treated as a fault.
Your statutory rights These terms don't affect your statutory rights. Where consumer law in your country gives you more, those rights apply.
Contact Email info@solasframe.com with your order number.