Refunds & guarantee
Pilot policy, updated September 2026
You see it before you pay
Every portrait is generated as a free preview before checkout. You only pay once you've seen and chosen the portrait that will be printed.
Our guarantee: we redo it or refund you
If the framed portrait you receive doesn't look right, contact us within 30 days of delivery. We'll regenerate the portrait to your liking and ship a new frame, or refund you in full. Your choice.
Damaged in transit
If your frame arrives broken or damaged, send us a photo within 30 days and we'll ship a replacement at no cost.
Cancellations
Each frame is made to order. You can cancel for a full refund any time before your order ships. Once shipped, the guarantee above applies.
How to reach us
Email us with your order number and we'll get back to you quickly. Refunds are issued to your original payment method through Stripe, typically within 5-10 business days.