Policy
Returns, refunds, and cancellation policy.
This page explains the practical position for bespoke portrait commissions, printed orders, and what to do if something has gone wrong.
Bespoke portrait orders
HARWOOD Animal Portraits commissions are made to your specification from the reference images and order details you provide. That means the policy is different from an off-the-shelf product return policy.
Before work starts
If you need to change or cancel an order, contact the studio as early as possible. Before artwork has started and before any print production has been booked or begun, changes or cancellations may still be possible depending on the stage of the order.
After artwork has started
Once work has started on a bespoke portrait, change-of-mind cancellations or refunds are generally not available. If any partial refund is considered, it depends on how far the commission has progressed and the work already completed.
Approved digital artwork
Each order includes a custom digital portrait file. Because the artwork is bespoke and supplied for your order, it is generally not returnable or refundable once the final artwork has been approved and delivered. A proof stage is included before final delivery so small refinements can be requested before approval.
Faulty, damaged, or not as described
If something arrives faulty, damaged, or not as described, contact the studio and the issue will be reviewed and put right where appropriate. This may include a correction, replacement, or another suitable remedy depending on the situation.
Printed orders and delivery damage
If a printed order arrives damaged in transit, please report it promptly and include photos if possible. This helps the studio assess the issue quickly and arrange the most appropriate next step.
Contact about a return or refund issue
Email hello@harwoodanimalportraits.com with your order reference and a short explanation of the issue. If photos help show the problem, include those as well.