Free delivery on every print and canvas
Returns & remakes
Most of this is settled before you ever pay: the portrait is reworked free, a dozen times over if that is what it takes, until what you see on screen is what you want on the wall. After that, if the object that arrives is damaged or does not match what you approved, we make it again and send it again at no cost. Below is precisely what that covers, what it does not, and what to send us.
Before you order
Nothing is printed until you have seen the exact image that will be printed. If the portrait is not right, generate it again or describe the change you want in plain words — warmer light, a calmer background, a different style, more of the chest in frame, a softer expression. This costs nothing, needs no account and has no time limit, and the ceiling on edits sits far above what anyone reaches.
We would much rather spend twenty minutes reworking a portrait with you than remake a canvas afterwards. That is not a policy so much as an admission: a portrait you were only half sure about is one that ends up in a cupboard, and neither of us wants that.
What we cover
Any of the following, reported within 30 days of delivery, is remade and reshipped at our cost. A refund is available instead in every one of these cases if you would prefer it, issued to the original payment method.
A crushed corner, a dented frame, a split or scuffed canvas, a print creased in transit. We remake and reship, free, and you do not have to send the damaged piece back — posting a broken canvas across a border helps nobody.
Send us: Photographs of the outer box and of the damage.
The colour is noticeably off, the crop is wrong, the image is soft where the preview was sharp, or the piece you received is not the one you ordered. Print production is a physical process and it occasionally goes wrong. When it does, it is ours to fix.
Send us: A photograph of what arrived, taken in daylight.
Slack canvas that does not settle, a frame joint that has opened, hanging hardware missing or badly fitted, ink banding or streaking across the surface. Faults like these are a manufacturing problem, not wear.
Send us: A photograph of the fault, and of the back of the piece for frame or hardware issues.
If tracking has shown nothing for ten days or shows delivery to an address that is not yours, tell us. We will open a case with the carrier and, where it is not resolved quickly, remake and reship rather than leave you waiting on an investigation.
Send us: Your order number. Nothing else.
How to ask
01
Email support@burnishedportraits.com within 30 days of delivery. One message is enough; there is no form to fill in and no return authorisation number to request first.
02
Your order number, what is wrong in a sentence or two, a photograph showing it, and a photograph of the outer packaging if the parcel itself took a knock. That is all we need to start a remake.
03
In most cases the reply is that a remake is already in production. Where something is unclear we will ask one question rather than send you a checklist.
04
A remake goes back into production immediately and follows the same delivery times as the original. You keep the first piece unless we specifically ask for it back, which is rare.
Contact
support@burnishedportraits.com
Replies within two working days. Write in whichever language you are comfortable in.
What we do not cover
Everything here is made to order for one person, so there is no general right of return for a change of mind once production has started — that is the trade-off custom goods carry, and it is why so much is free beforehand.
None of this displaces the rights you have under the consumer law of the country you bought from. Where that law gives you more than this page does, the law wins, and you do not have to argue the point with us to make that happen.
Cancelling
An order can be cancelled in full while it is still waiting to enter production, which is usually a window of several hours after you pay. Email us with the order number and, if we catch it in time, it is refunded in full. Once a piece has been printed it cannot be unmade, but even then it is worth writing — if something changed, tell us and we will do what we sensibly can.
Address corrections work the same way. A wrong or incomplete address can be fixed for free before the parcel ships. Afterwards it becomes a carrier matter, and a parcel returned to the studio as undeliverable can be reshipped once we have the corrected address.
Free previews, free edits, and a remake behind it if the object that arrives is not what you approved.