Refunds & returns

Under the Consumer Contracts Regulations 2013, the usual 14-day right to cancel generally does not apply to goods made to the customer’s specifications or clearly personalised. Because every portrait is created from your own horse’s photo, we can’t usually accept returns for a change of mind.

If you’d like to cancel before we’ve started creating your portrait, please contact us as soon as possible. Our policy for cancellations at this stage is [to be confirmed].

If the portrait doesn’t capture your horse’s likeness, we’ll rework it. Please tell us what isn’t right — for example a missing sock or the wrong shape of blaze.

Your rights under the Consumer Rights Act 2015 are not affected. If your print is faulty, damaged in transit, or not as described, you’re entitled to a repair, replacement or refund.

To report a problem, contact us within [14 — to be confirmed] days of delivery with your order reference and clear photos of the damage and the packaging.

Approved refunds are made to your original payment method, normally within 14 days of our agreeing the refund.