Cancellation, revisions & refunds

Cancelling an order

You can cancel at any time before you approve and pay for your proof, at no cost. Simply do not approve it, or write to us and we will close the order and delete your photograph.

After you have paid, the final high-resolution artwork is produced and sent to you, normally within 24 hours. Because it is made specifically for you, an order cannot be cancelled once the final file has been delivered — see below for what happens if something is wrong with it.

If the portrait is not right

Payment is taken when you place your order, and we start work straight away. If the finished portrait does not look right to you, tell us and we will redo it at no extra cost. If we still cannot get it right, we will refund you in full.

If the likeness is not right

Ask, and we will make it again. Revisions are included with every commission. Most concerns come down to a different style or a better source photograph, and we will work through it with you.

If we still cannot get it right

If after revisions we have not produced something you are happy with, tell us before you accept the final artwork and we will cancel the order in full. You will not be charged.

After the final file is delivered

Because the artwork is a personalised digital file made specifically for you, it cannot be returned once it has been delivered and downloaded. That is precisely why we show you the piece beforehand, and why we take no payment until you have seen it.

If a file arrives corrupted, unreadable, or is not the artwork you approved, we will replace it or refund you in full.

How to ask

Reply to your order email, or write to hello@keptportraits.com quoting your order reference. We answer every message, normally within one working day.

Refunds are issued through Stripe and appear back on the card you paid with, usually within 5–10 working days.