Refund Policy

We want every family to be treated fairly. Because each portrait is custom-made and uses real compute and artist time the moment generation starts, our refund rules are deliberately simple and clearly written below.

1. Full refund — before AI generation begins

If you change your mind before the AI generation of your first preview has started, we will issue a 100% refund to your original payment method. Just email support@eternalportraitstudio.comwith your order number and we will cancel and refund the order.

2. No refund — after AI generation begins

Once AI generation has started on your portrait, the order is non-refundable. At this point real compute and artist-review time have been spent on your specific commission. Instead of a refund, your order includes:

• One complimentary revision after the first preview, and
• Direct support from our team to help us get the portrait right for you.

3. Damaged or defective prints — free replacement

If a printed portrait arrives damaged, defective, or visibly different from the approved digital file, we will replace it at no cost to you. To request a replacement:

• Email support@eternalportraitstudio.com within 14 days of delivery,
• Include your order number and clear photos of the damage or defect (and of the outer packaging if it was damaged in transit).

You do not need to return the damaged print unless we specifically ask.

4. Non-delivery

If a physical portrait is confirmed lost in transit by the carrier, we will reprint and reship at no extra cost. If reshipping is not possible (for example, your address is no longer serviceable), we will refund the print and shipping portion of your order.

5. Chargebacks

Please contact us first — we are a small team and respond quickly. Filing a chargeback without first contacting us may delay a resolution that we would otherwise handle the same day.

6. Contact

Refund questions: support@eternalportraitstudio.com. See also our Terms of Service and Privacy Policy.