Custom artwork is made to order. Because each portrait is created specifically for you, refunds are limited as outlined below.

 

1) Deposits & Payments

A non-refundable deposit of 30% is required to reserve your slot and begin work. The balance is due upon approval of the final preview and before shipping/collection.

​​

2) Cancelling Before Work Begins

If you cancel before I start (no sketch drafted), I’ll refund any amount paid minus payment processing fees (if any). Once work has started (sketch or layout prepared), the deposit is non-refundable.

​​

3) Work In Progress & Revisions

Your commission includes one minor revision at the preview stage (e.g., small tonal or detail adjustments). Requests that change the brief (new photo, different pose/composition, added subjects) may require a change fee or a new commission.

​​

4) After Approval / Finished Artwork

After you approve the final preview, no refunds are offered for subjective reasons (e.g., “changed my mind”). Hand-drawn portraits naturally have artistic variation; exact photographic likeness or on-screen colour matching isn’t guaranteed.

​

5) Transit Loss/Damage, Carrier Limits & Remedies

I pack securely and ship with tracking. Risk of loss/damage passes to you at carrier hand-off. Because each commission is one-of-a-kind, an exact replacement isn’t possible if damaged in transit. If your order arrives damaged, email photos of the outer box, inner packing, and artwork within 48 hours to info@portraitsbyhazel.com and retain all packaging. I will try to assist you in submitting a carrier claim. Any recovery is subject to the carrier’s limits; artworks may have content limits; declared value is not all-risk insurance).

 

My remedies (at my discretion and capped): after claim submission and subject to carrier outcome: Re-creation, or a goodwill partial refund/credit. I am not responsible for carrier/customs delays, or events beyond my control.

 

Carrier claims have strict deadlines. To preserve eligibility you must notify me promptly (within 48 hours) and supply requested evidence quickly; carriers typically require written claims and documentation within 21 days and may bar actions filed after 2 years. Failure to meet these requirements can void recovery.

​

6) Timeframes & Delays

• I’ll provide an estimated completion window. Delays caused by late feedback, late payment, or replacement photos extend the timeline.

• If I must cancel for any reason, you’ll receive a full refund of amounts paid.

​​

7) Digital Files (if provided)

Digital files, once delivered, are non-refundable.

​​

8) Quality of Reference Photos

Clear, high-resolution photos are essential. If supplied images are too poor to proceed, I may decline or pause the project; you can provide better images or cancel (deposit remains non-refundable once work started).

​​​

9) Returns

Returns are not accepted for custom artwork except in cases of shipping damage reported within the stated timeframe.

​​

10) How to Request Help

For any concern (damage, delivery issue, adjustments), email info@portraitsbyhazel.com with your order name, date, and photos where relevant. I aim to respond within 2 business days.