Refund Policy

Last updated: January 26, 2025

I want you to love your portrait. If something's wrong, I'll make it right.

The Simple Version

✅
Full Refund
Print arrived damaged
✅
Full Refund
Cancelled before preview
🤝
Case by Case
"Not what I expected"

Detailed Scenarios

🟢 Automatic Refund/Replacement

No questions asked if:

  • Print arrived damaged — scratched, bent, torn, water damage
  • Wrong order — wrong size, wrong style, someone else's portrait
  • Print quality issues — colors way off, blurry print, paper defects
  • Lost in shipping — package never arrived (after reasonable wait)
  • Cancelled before I start — you changed your mind before I sent a preview

What to do: Email me at finn@finnlab.co with your order info and photos of the issue (if applicable). I'll refund or reship immediately.

🟡 Case-by-Case

These require a conversation:

  • "It doesn't look like I expected" — You approved the preview before I printed
  • "I don't like the style" — Style was shown in samples and you chose it
  • "The colors look different on my wall" — Monitors vs. print can vary slightly

My approach: I'll listen. If there's a genuine mismatch between what you expected and what you got, we'll work something out—partial refund, credit, or redo. I don't want unhappy customers.

🔴 Generally Not Refundable

To be transparent:

  • "I changed my mind" after print shipped — The artwork was approved and produced
  • Photo quality issues — If your source photo was blurry/dark, the result will reflect that
  • Address errors — If you gave the wrong address and it was delivered there

That said: I'm reasonable. If you have a genuine situation, email me. I'd rather give a refund than have someone upset.

The Process

  1. Email me at finn@finnlab.co with:
    • Your order email or reference number
    • What happened
    • Photos if relevant (damaged items, print issues)
  2. I respond within 24 hours (usually faster)
  3. We figure it out — refund, replacement, or solution
  4. Refunds hit your account in 5-10 business days

Timeline

  • Report issues within 14 days of receiving your order
  • For lost packages, wait at least 15 business days past estimated delivery before requesting refund
  • Refunds processed via original payment method (Stripe → your card)

Replacements vs. Refunds

For damaged/defective prints, I'll offer replacement by default since you presumably wanted the portrait. But if you'd prefer a refund instead, just say so.

Digital Files

Digital copies are included with orders and delivered via email. Since they can't be "returned," they're non-refundable as a standalone item.

International Orders

Same policy applies. Note that international shipping takes longer, so please allow extra time before reporting a package as lost.

Contact

Email: finn@finnlab.co

I read every email personally. Real issues get real solutions. 🐟