Refund policy
Last updated: 28 August 2026
We want you to feel confident when ordering your portrait from VictorianPortrait.
Because every portrait is created specifically for your pet, our refund policy reflects the personalised nature of our service while preserving your statutory consumer rights.
Our Preview Guarantee
You will receive three carefully curated portrait previews before your portrait is sent to production.
If none of the three previews feels right, tell us that you do not wish to continue and you will receive a full refund.
If you choose one of the three previews as your preferred portrait, you are confirming that you are happy to continue with that portrait and the VictorianPortrait Preview Guarantee ends.
Once your preferred portrait has been chosen and approved, it is prepared for physical production in the format and size selected when ordering.
The VictorianPortrait Preview Guarantee is separate from your statutory consumer rights.
Change of Mind
Fine-Art Prints and Framed Portraits are personalised products created specifically from your approved portrait.
Because these products are personalised, the normal statutory right to cancel an online purchase simply because you have changed your mind does not apply. UK guidance specifically identifies personalised or custom-made goods as an exception to the usual distance-selling change-of-mind return right.
Once you have chosen and approved your preferred portrait, production may begin and we cannot accept a cancellation, return or refund simply because you have changed your mind.
This does not affect your statutory rights if your order is faulty, damaged, not as described, incorrectly supplied or otherwise does not conform to the contract.
Damaged, Faulty or Incorrect Orders
If your Fine-Art Print or Framed Portrait arrives damaged, faulty, not as described, incorrectly supplied or materially different from what you ordered, please contact:
Please include your order details and, where relevant, photographs showing the product and packaging so that we can investigate the issue promptly.
We will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
Where you have a statutory right to reject the goods and receive a refund, you do not have to accept a replacement instead. Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract.
The personalised nature of your portrait does not remove your statutory rights.
Lost or Undelivered Orders
If your order does not arrive, please contact info@victorianportrait.com so that we can investigate the delivery.
Where an order is confirmed as lost in transit, we will normally arrange a replacement at no additional cost.
Nothing in this policy limits any statutory rights you may have where goods are not delivered within the required or agreed time.
Refunds
Where a refund is due under our Preview Guarantee or your statutory consumer rights, we will process it without undue delay.
Unless otherwise agreed or required by law, refunds will normally be made using the same payment method used for the original transaction.
The time taken for a refunded payment to appear in your account may depend on your bank or payment provider.
Contact Us
If you have any questions about a cancellation, return, replacement or refund, please contact:
Email: info@victorianportrait.com