Refunds, warranty & order changes

To request a cancellation or refund, email support@amberportraits.com with your order reference and the reason for your request. All requests are reviewed by our team; cancellation and refund requests cannot be submitted through your order page.

For cancellation requests sent to support, we will check whether production can still be stopped; cancellation is not guaranteed once production has started. Custom-made artwork is generally excluded from ordinary change-of-mind returns where local law allows that exception. Your rights for faulty, misdescribed or undelivered goods remain unchanged.

Before production, use Refine to request an artwork adjustment. Each change creates a separate version. Your order keeps its existing artwork until you explicitly select a replacement. Selecting a new version requires a fresh production review, and unresolved changes pause fulfilment.

All physical orders receive a manual review before printing. Artwork preparation and draft submission are automatic; production is released only after our manual review. Once production begins, changes to the artwork, size or frame may no longer be possible. Email us immediately about an address mistake; an edit request is not a confirmed address change until we acknowledge it.

Review your chosen artwork before paying. Digital-only purchases deliver that same version after payment is confirmed. We do not offer a voluntary change-of-mind refund once the digital artwork has been supplied.

Where a statutory withdrawal period applies, immediate digital supply requires your express prior consent and acknowledgement of the effect on that right, together with the required confirmation. These terms alone do not collect that consent or remove a right you still have.

If a download is unavailable, corrupted, materially different from the approved artwork or otherwise defective, contact us. We will investigate and provide a working file or another remedy, including a refund where you are entitled to one.

Please contact us as soon as you notice a problem. Include your order reference and a description; photos of the item and packaging help us assess damage. If you cannot provide photographs, tell us so we can discuss another way to review the issue.

We handle the matter with our printing and shipping partners for you. Depending on the issue and your legal rights, we will arrange a replacement, correction, refund or other appropriate remedy. Claims covered by our lifetime warranty receive free replacement and delivery without returning the original. For other issues, do not send an item back without contacting us; we will explain any return arrangements and applicable costs first.

This warranty is provided by Knotwise Studio LLC, the operator of Amber Portraits. Mailing and principal office address: 30 N Gould St Ste N, Sheridan, WY 82801, United States. Telephone: +1 307 449 1313. Email: support@amberportraits.com.

Amber Portraits provides this warranty at no extra cost for physical canvas and fine art paper portraits purchased from us, including any frame supplied with the order. Coverage starts on delivery and continues for as long as the original purchaser, or the person receiving the portrait as a gift, owns it. There is no fixed expiry date or registration requirement. Replacement pieces retain the same coverage.

If the print fades or peels, or the canvas, paper or supplied frame warps during normal indoor display and care, we will replace the affected item free of charge. We cover replacement production and delivery costs, and you do not need to return the original. This is an Amber Portraits promise; it does not depend on whether our printing partner offers the same warranty.

To claim, email support@amberportraits.com with your order reference or other proof of purchase and a description of the problem. Photos help us assess the issue; if you cannot provide them, contact us to arrange another way to review it. You do not need an account or the original packaging. We will review your claim, explain the outcome and arrange a covered replacement with you. We will reimburse reasonable expenses needed to assess a covered claim; contact us before incurring costs and keep receipts.

A replacement uses your approved artwork and the same product specification where available. If that specification is no longer available, we will agree a comparable replacement with you or refund the price paid for the affected item. We will not substitute another artwork without your agreement.

This warranty covers the physical product, not a change of mind about the approved artwork or digital-only purchases and prints made by another provider. It does not cover accidental damage, misuse, alterations, or damage caused by outdoor exposure, water, excessive heat or humidity, or unsuitable cleaning. These exclusions do not remove coverage for fading, peeling or warping that occurs during normal indoor use. Keep your portrait indoors and clean gently with a soft, dry cloth.

This warranty is additional to your legal rights. Its scope, ownership condition and replacement remedy do not limit any mandatory right to repair, replacement, refund or compensation. Later changes to this policy will not reduce the warranty attached to your purchase.

For customers in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

To request a refund for a physical or digital order, email support@amberportraits.com with your order reference. An approved refund is returned through the original payment method where possible. We will confirm the amount and when it has been submitted. Your payment provider may take additional time to make it visible; contact us if you need help tracing it.

A small difference caused by screen calibration, lighting or material texture does not automatically mean a product is defective. Significant differences from the agreed artwork or description will be assessed on their merits. Nothing in this policy restricts mandatory consumer remedies, complaint routes or payment-dispute rights.