Refund Policy

At Pemberton Portraits, we strive to ensure you are happy with your artwork. This policy outlines how we handle refunds for both our digital downloads and physical custom prints and canvases.

Due to the instant nature of digital goods, all digital purchases are non-refundable.

Exceptions: We may issue a refund or restore your download if:

• Technical errors prevented image download.
• A system failure resulted in corrupted files.
• You were accidentally charged twice for the same transaction.

If you encounter these issues, please contact us within 48 hours at bella@pembertonportraits.com.

Important: All prints and canvases are bespoke, custom-made products depicting a specific subject of the customer's choice. Because these items are unique to you, they cannot be resold, reused, or restocked.

Therefore, consistent with international standards for custom-made goods, we do not accept returns or refunds for change of mind, personal preference, or incorrect selection (e.g., wrong size ordered).

We will strictly offer a free replacement or refund only if there is a demonstrated problem with the product caused prior to delivery, such as:

• Manufacturing defects (printing errors, scratches).
• Severe damage incurred during transit.
• The wrong item was delivered due to our error.

Please note that late delivery or production delays do not constitute grounds for a refund. While we strive to meet estimated timelines, shipping times are outside our control once the package is with the carrier.

To request a resolution for a defective custom print or canvas:

• Email bella@pembertonportraits.com within 30 days of delivery.
• Include your order number and clear photos of the defect or damage.
• We will review your claim and arrange a replacement or refund within 2 business days.

Digital: Cannot be cancelled once purchased.

Physical Prints and Canvases: Can only be cancelled before production begins. Once the artwork has entered the printing process, the order cannot be cancelled or refunded as it is a custom product.

Lost in Transit: If the carrier confirms your package is lost, we will send a free replacement.

Incorrect Address: We are not responsible for failed deliveries due to incorrect addresses provided by the customer. Reshipping fees may apply.

We are committed to fair solutions. Please contact us first to resolve any issues. Unjustified chargebacks may result in immediate account suspension.

Contact our support team at bella@pembertonportraits.com.