Satisfaction Guarantee

Our Promise

Every portrait we create is a piece of someone’s story. We take that seriously. If something isn’t right — whether it’s a shipping issue, a print defect, or you’re simply not happy with the result — we’ll make it right. That’s our promise.

1. Before Printing

After we generate your portrait, you’ll preview it before anything goes to print. Not in love with the result? No problem.

• Regenerate as many times as you’d like — it’s always free
• Each regeneration produces a fresh interpretation of your photo
• Try a different photo if you want — front-facing shots with a single subject tend to produce the best results
• You choose when you’re ready to approve it for printing

Once you approve a portrait and it enters production, the design is considered final.

2. Damaged or Defective on Arrival

If your portrait arrives damaged, misprinted, or with any defect:

• Contact us within 7 days of delivery
• Send a photo of the damage so we can assess the issue
• We’ll send a free replacement — no questions asked

This covers cracked glass, dented frames, print smudges, color issues, and anything that arrived in a condition you wouldn’t expect from a museum-quality product.

3. Not Satisfied With Your Portrait

If you receive your portrait and it doesn’t meet your expectations:

• Contact us within 14 days of delivery
• We’ll work with you on a solution — this may include regenerating the portrait with a different style and reprinting at no charge
• If we can’t get it right after a reprint, we’ll issue a full refund

4. What’s Not Covered

Because every portrait is custom-made and one of a kind, there are a few things our guarantee doesn’t cover:

• Change of mind after you’ve approved the portrait for printing
• Issues caused by very low-resolution source photos (we’ll warn you before processing if your photo may not produce the best result)
• Normal wear and tear after delivery
• Incorrect shipping address provided at checkout

5. Refund Details

When a refund is issued:

• Refunds are returned to the original payment method
• Processing typically takes 5–10 business days
• You’ll receive an email confirmation when the refund is initiated
• Shipping costs are included in the refund for defective or damaged orders

6. Lost Packages

If your tracking shows delivered but you haven’t received your portrait, or if your package appears lost in transit, contact us. We’ll work with our fulfillment partner to investigate and either reship your order or issue a full refund.

7. How to Reach Us

For any issues with your order, email us at contact@heirloomportraits.us with your order number and a description of the issue. We respond within 24 hours on business days.