Revisions & refunds

You see it before you pay

Nothing is charged when you place your request. We make your portrait, send you a proof, and only then ask for payment. If you do not like the proof, you do not pay and there is nothing to refund.

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.

Because Paddle.com Market Ltd is the merchant of record for your purchase, refunds are issued through Paddle and appear back on the card you paid with, usually within 5–10 working days.