Refund And Returns Policy
Last updated: October 2026
Digital downloads
You can generate and preview your portrait as many times as you like, free of charge, before you buy. Digital downloads are delivered instantly, so they are final once purchased. Please check your preview carefully first. If there is a technical problem with your file (for example, it does not download or does not open), contact us and we will fix it or refund you.
Prints and canvases
Prints and canvases are made to order from your portrait. If your order arrives damaged or defective, or is not the item you ordered, we will replace it or refund you.
How to request a replacement or refund
Please contact us within 30 days of delivery:
- Email info@atelierportrait.com
- Include your order number
- Attach clear photos of the item and the packaging
- Briefly describe the issue
We will reply within 1 to 2 business days with the next steps.
What is not eligible
- Digital downloads once purchased (except for technical problems with the file)
- Prints and canvases returned because of a change of mind, since each one is made to order from your photo
- Damage caused after delivery by mishandling
Refund processing
Approved refunds are returned to your original payment method. Funds typically appear within 3 to 5 business days, depending on your bank.
Promo codes and store policies
You may only use one promo code per order. Promo codes cannot be combined, are non-transferable, and may have exemptions or requirements. Promo codes are subject to change at any time. Shipping charges are based on the cart total after all promo codes have been applied. We are unable to honor retroactive discounts, so please enter the code you intend to use at checkout.