Returns & refunds
Last updated: July 25, 2026. Operated by Harmrit. This policy applies to custom portrait and wall-art commissions (including text-only / inspiration-based orders).
1. Overview
Harmrit commissions are made to order. Because each artwork is personalized from your photos or creative brief, we do not offer a general “unopened within 30 days” retail return window. Instead, refunds follow the creation stage below. Preview approval locks the artistic direction artists will follow; the refund stage itself changes when our studio actually begins hand-painting.
2. Stage-based refunds
2.1 Before hand-painting starts — 100% refund
You may cancel for a full refund at any time until our studio begins hand-painting. This includes the design / AI preview phase and the period after you approve a preview but before painting has started.
2.2 Hand-painting in progress — 50% refund
Once our studio has begun hand-painting, materials and artist time are committed. Cancellations at this stage receive a 50% refund of the base artwork price (see add-ons in Section 4).
2.3 After completion & shipment — no refund / no touch-ups
After the artwork is finished and shipped, cash refunds and complimentary touch-ups are not available for change of mind, preference changes, or likeness expectations that differ from the approved preview direction. Exceptions are limited to Harmrit production errors (Section 3) and damaged shipments (Section 6).
3. Harmrit production errors
If we deliver the wrong size, the wrong product configuration, or an artwork that materially does not match the approved preview (beyond normal hand-painted variation), contact us promptly with your order number and photos. We will offer, at our discretion and as appropriate:
- a free remake, or
- a full refund of the affected order amount.
Where a high-resolution digital file is included with your order, it is provided for you to download; digital delivery issues should be reported through our Contact page so we can re-enable access if needed.
4. Add-ons
- Rush service: refundable while the order is still in the pre-painting stage (Section 2.1). Once hand-painting has started, Rush fees are non-refundable.
- Gift box: refundable if the order has not yet shipped. After shipment, gift-box fees are non-refundable.
5. Digital files
The high-resolution digital file included with eligible orders follows the same stage-based rules as the physical artwork while the order is in progress. After digital delivery (download available), the digital file is not refundable on its own. Change-of-mind requests after download are not accepted for the digital component.
6. Damaged shipments
If your artwork arrives damaged, contact us within 7 days of delivery with clear photos of the packaging and artwork. We will repair, replace, or refund as appropriate after review.
7. Prohibited content cancellations
Orders cancelled or refused because uploaded photos, notes, or briefs violate our Acceptable Content rules (including nudity, sexual content, graphic violence, hate symbols, or other illegal or harmful material) may be non-refundable where permitted by law. See our Terms and Conditions.
8. EU / UK cooling-off period
If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day right to cancel distance contracts. That right generally does not apply to goods made to your specifications or clearly personalized (custom portraits and wall-art commissions). By placing an order, you acknowledge that Harmrit’s products are personalized made-to-order goods and that the stage-based policy in this page applies instead. Nothing in this section limits any mandatory rights that cannot be waived under applicable law (for example, remedies for faulty or misdescribed goods).
9. How to request a cancellation or refund
- Contact us via the Contact page or email info@harmrit.com.
- Include your order number, the reason for your request, and photos when relevant (damage or production error).
- Approved refunds are returned to the original payment method within approximately 7–10 business days after approval (PayPal processing times may vary).
10. Scope
This policy covers Harmrit custom portrait commissions and wall-art / inspiration (text-only) commissions under the same stage-based rules. For shipping destinations and transit expectations, see Shipping. For process facts and common questions, see the FAQ.