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At The House Portrait, every custom portrait is created specifically for you using the photographs, text, and instructions you provide.

Because our artwork is personalized and made to order, our refund and return policy differs from that of stores selling standard, non-personalized products.

Custom & Personalized Products

All custom portraits and personalized physical products sold by The House Portrait are made specifically for each customer and are non-returnable.

We do not accept returns, exchanges, or refund requests due to a change of mind once work on your personalized order has begun.

This applies to both digital custom portraits and physical personalized products.

Before Your Physical Order Is Printed

For physical products, we provide a digital proof before the artwork is sent to production.

Please carefully review your proof, including the artwork, personalization, spelling, addresses, dates, and any other requested text.

If you would like a reasonable adjustment to your portrait, please let us know during the proofing stage.

Once you approve the proof and your order enters production, changes or cancellations may no longer be possible.

Damaged, Defective or Incorrect Physical Orders

If your physical order:

  • arrives damaged,

  • has a printing or manufacturing defect,

  • contains an error caused during production,

  • or you receive an incorrect product,

please contact us as soon as possible at hello@thehouseportrait.com.

Include:

  • your order number,

  • a description of the issue,

  • and clear photographs showing the problem.

We will review the issue and, when appropriate, arrange a replacement or refund.

You do not need to return a damaged or defective item unless we specifically ask you to do so.

Problems With Your Custom Artwork

We want you to have an opportunity to review your personalized artwork before a physical product is manufactured.

If something needs to be adjusted, please tell us during the proofing process.

Reasonable revisions are available as part of our custom portrait process. Requests that substantially change the original instructions, photograph, composition, or scope of the artwork may require an additional fee.

Digital Products

Because digital portraits are personalized products created specifically for each customer, they are not eligible for returns or change-of-mind refunds once work has begun.

If you experience a technical problem with your delivered file or receive an incorrect file, please contact us and we will help resolve the issue.

Cancellations

If you need to cancel an order, contact us at hello@thehouseportrait.com as soon as possible.

If work on your personalized portrait has not yet begun, we may be able to cancel the order and issue a refund.

Once work on the custom artwork has begun, the order is no longer eligible for cancellation or a change-of-mind refund.

For physical products, once the approved artwork has entered printing or fulfillment, the physical portion of the order cannot normally be cancelled.

Change of Mind

Because our products are personalized and created specifically for you, we cannot accept returns, exchanges, or refunds simply because:

  • you changed your mind,

  • you no longer need the portrait,

  • you selected the wrong size or format,

  • or you provided incorrect personalization information that was reproduced as requested and approved.

Please review your order details and physical-product proof carefully before approval.

Refunds

When a refund is approved, it will be issued to the original payment method.

Processing times after a refund has been issued depend on your bank, card issuer, or payment provider and are outside our control.

Contact Us

If there is a problem with your order, please contact us first. We'll review the situation and help determine the appropriate solution.

The House Portrait
Email: hello@thehouseportrait.com