Our guarantee

See it before you pay. And if something goes wrong, we make it right.

The three promises

1. See it free before you pay.

You see your portrait before you spend anything. Try again, switch styles, or leave a note asking for a change. If you leave a note, we email you a proof and print only after you approve it. No proof fees, ever.

2. Damaged or misprinted? Replaced free.

If your canvas, frame or paper print arrives damaged (a creased or torn print counts too), or the printing is faulty (wrong colors, a smudge, a printing flaw), email us within 30 days of delivery with your order number and a photo. We'll send a replacement at no cost. You don't need to send the damaged one back.

3. Doesn't feel like them? Remade free, then refunded.

Sometimes a portrait looks right on a screen and feels different on the wall. If that happens, tell us within 30 days of delivery what feels off. We'll make a new version, show it to you first, and print it once you approve it, free. If the remake still doesn't feel like them, tell us within 30 days of it arriving and we'll refund what you paid for that portrait in full. You keep both; there's nothing to send back. Digital files get the same promise.

Example: photos of a cat and a Labrador, and the watercolor portrait made from them — You see the finished portrait before you pay (an example, made with AI tools from two phone photos).

How to use the guarantee

Email hello@stillbrookportraits.com with your order number.
Add a photo: of the damage and the box for a replacement, or of the portrait on your wall for a remake.
For a remake, tell us in a sentence or two what feels off (for a refund after a remake, just say it still isn't right), for example "her eyes were lighter" or "the white patch on his chest is missing".
A person replies within one business day with next steps.

What the guarantee doesn't cover

We want to be clear, so there are no surprises:

Change of mind after approval. Every portrait is made just for you, and you approve it before we print. We can't take returns because you've changed your mind, but if it doesn't feel like them, the remake and refund promise is there.
Spelling you typed. We print names and dates exactly as entered and shown on your preview. Please check them before you approve. (If we got it wrong, that's on us, and we'll replace it free.)
Address mistakes. If a parcel is returned because of an incorrect or incomplete address, we'll gladly reship it, but we'll need to charge the shipping cost.
Damage after delivery, such as from hanging, sunlight or moving.

Canceling

Before you approve a preview, you haven't paid for anything. After you order, write to us as soon as you can. If your portrait hasn't gone to print yet, we'll cancel and refund you in full. We send each portrait to print within 1 business day, so the sooner the better. Once printing starts, we can't cancel, but the promises above still apply.