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Refund & Return Policy

This Refund and Return Policy applies to purchases made on portraitvibe.online, operated by THEBRANDSOLUTION LTD.

At PortraitVibe.online, we create custom-made, personalized artwork. Because each canvas is uniquely crafted from your personal photos, we do not follow a standard “retail” return policy. Please review our terms below:

1. Cancellations & Artwork Approval

  • Before Design Begins: You may request a full refund within 2 hours of placing your order if our designers have not yet started work on your photo.

  • The 48h Digital Preview: We provide a digital preview of your portrait within 48 hours via email. Once this preview has been created and sent to you, the digital design portion of your order is non-refundable.

  • Refining Your Art: We want you to be delighted with the result. Upon receiving your preview, you may request minor adjustments to ensure the portrait looks exactly how you want. Once you provide your final approval for printing, the order enters production and can no longer be cancelled or modified.

2. No Returns on Custom Goods

According to consumer protection laws for personalized items, we cannot accept returns, exchanges, or “change of mind” refunds once a canvas has been printed and shipped. Because these items are unique to your photo, they cannot be resold.

3. Replacements for Damaged or Incorrect Items

We stand by the quality of our craftsmanship. We will issue a free replacement (not a refund) if:

  • The canvas arrives damaged during transit.

  • The print has a clear manufacturing defect.

  • You received the wrong size or product.

How to claim a replacement: Contact us at support@portraitvibe.online within 7 days of delivery. You must include your order number and clear photos of the damaged product and the original packaging.

4. Shipping & Delivery Terms

  • Timeline: We guarantee a shipping window of 5–10 business days for the EU, US, and UK regions following your final approval of the digital artwork.

  • Delays: While we strive for speed, we are not responsible for delays caused by carrier issues, customs clearance, or incorrect addresses provided by the customer.

  • Lost Packages: If a package is officially confirmed as “lost” by the courier, we will ship a replacement at no additional cost.

5. Contact Information For any questions regarding your order, revisions, or our policies, please contact our support team. We aim to respond to all inquiries within 24 hours.

  • Email: support@portraitvibe.online

  • Business Entity: THEBRANDSOLUTION LTD