If you don't love the portrait, we will make it right. That is the whole policy, and we mean it literally.
Every commission begins with a free preview. You see your cat in velvet and medals before you spend anything, so there should be no unpleasant surprises — but paintings are a matter of taste, and taste is allowed to change.
Last updated: 1 September 2026
Printed portraits — canvas, framed canvas and paper prints
Thirty days from delivery. If your print arrives and it isn't right, write to us at info@vertexdigitalnow.com with your order reference (it begins with LW-) and tell us what's wrong. We will do one of three things, and you choose which:
Re-paint it. A fresh sitting from a new photograph, or the same photograph interpreted again, printed and posted at no cost.
Reprint it. Same painting, new canvas — for anything damaged, marked or wrongly printed.
Refund it. In full, to your original payment method.
You do not need to post the original back to us. A photograph of the problem is enough. We would rather you kept a canvas you don't love than spent an afternoon at the post office.
Damaged in transit? Photograph it and write to us within thirty days. We reprint immediately and take the matter up with the courier ourselves. That is not your errand to run.
The digital download
The digital file is different, and we'd rather be straight with you about why: once it has been downloaded, it is yours, and there is no way to hand it back. So the generosity comes first instead:
Before you download — tell us it isn't right and we will re-paint it, free, as many times as it takes. There is no limit and no argument.
After you download — we cannot offer a refund for a change of heart.
If the file is faulty — corrupt, unopenable, or plainly not your cat — we will fix it or refund it in full, downloaded or not. A broken file is our mistake, not your decision.
Your download link stays live for thirty days.
Cancelling before it ships
Every print is made to order, so there is no shelf to return it to. But if you write to us before it reaches the press, we will cancel and refund in full, no questions asked. That is usually a window of several hours — the sooner you write, the better.
Personalised goods and your statutory rights
Because each portrait is made individually from your own photograph, it is a personalised item, and personalised items are generally exempt from statutory cooling-off periods. The guarantee above is offered voluntarily and is more generous than the law requires. Nothing in this policy limits any right you have that cannot be limited by law.