Refund policy

Last updated: March 24, 2026

Every FERNFAWN portrait is custom-made from your photograph. Because each piece is designed specifically for you, our policy reflects the bespoke nature of what we create.

We want you to love your portrait. That is why we show you a proof before anything goes to print.

CANCELLATION BEFORE DESIGN WORK BEGINS

You may cancel your order for a full refund within 24 hours of placing it, provided our artist has not yet started work on your portrait. Email support@fernfawn.com with your order number and we will process a full refund within 5-7 business days.

If design work has already begun, cancellation requests are reviewed on a case-by-case basis. Any refund may be reduced to reflect work already completed.

BEFORE PROOF APPROVAL

If you have received your proof but have not yet approved it, you may still cancel for a full refund. If after revisions you decide the portrait is not what you are looking for, let us know. If we cannot achieve a result you are happy with, we will issue a full refund.

AFTER PROOF APPROVAL

Once you approve your digital proof, your portrait enters production immediately. Because every portrait is a bespoke product made to your personal specifications, we cannot offer refunds or accept returns on approved and printed orders.

This applies to both poster prints and digital files. Once a digital file has been delivered, it is non-refundable.

PROOF APPROVAL AND AUTO-APPROVAL

We send your proof via email within 1-2 business days of your order. You review the proof and either approve it or request revisions.

If we do not receive a response within 48 hours of sending your proof, we will send a reminder email. If we still receive no response within 48 hours of the reminder, the proof will be considered approved and your order will proceed to production. We do this to prevent indefinite order delays. If you need more time, simply reply to the proof email letting us know.

REVISIONS

Your order includes 2 complimentary revision rounds for adjustments such as cropping, color balance, positioning, background changes, or detail refinements. Each revision round is delivered within 1-2 business days.

Major changes such as a completely new photo, a different portrait style, or a full composition redesign may be reviewed as a separate artwork request.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your order arrives damaged, defective, or materially different from your approved proof, contact us within 14 days of receiving your order at support@fernfawn.com. Include your order number and clear photographs of the item and the outer packaging.

If the issue is verified, we will produce and ship a free replacement. If a replacement is not possible, we will issue a refund. You do not need to return the damaged item.

LOST IN TRANSIT

If your order appears to be lost in transit, contact us within 30 days of the estimated delivery date. We will investigate with the carrier and arrange a replacement or refund.

If tracking shows your order as delivered but you cannot locate it, please check with your household, neighbors, and local carrier first. We will still help you investigate.

RETURNED TO SENDER

If an order is returned to us because the shipping address was incomplete, incorrect, or unclaimed, reshipping may require additional charges.

DIGITAL-ONLY ORDERS

Digital files are delivered via email after proof approval. Once the download link has been sent, digital-only orders are non-refundable. If there is a problem with your file before delivery, contact us and we will resolve it.

COLOUR VARIATION

Printing is a physical process. Slight colour differences between what you see on screen and the final printed poster are normal and expected. Monitor settings, screen brightness, paper type, and printing chemistry all affect final colour. These industry-standard variations are not considered defects and are not grounds for a refund.

FOR OUR UK CUSTOMERS

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have a 14-day cooling-off period for online purchases. However, Regulation 28(1)(b) provides that the right of cancellation does not apply to goods made to the consumer's specifications or clearly personalised.

Your FERNFAWN portrait is created from your photograph, designed to your specifications, and personalised to your requirements. By placing your order, you acknowledge that the statutory 14-day cancellation right does not apply once production begins.

This exemption applies only to cancellation for change of mind. Your statutory rights under the Consumer Rights Act 2015 regarding goods that are faulty, damaged, or not as described are fully preserved.

FOR OUR EU CUSTOMERS

Under EU Directive 2011/83/EU (Consumer Rights Directive), you have a 14-day right of withdrawal for online purchases. However, Article 16(c) provides that this right does not apply to goods made to the consumer's specifications or clearly personalised. Your custom FERNFAWN portrait qualifies under this exemption.

This exemption applies only to cancellation for change of mind. Your rights under the EU Sale of Goods Directive regarding products that are faulty, damaged, or not as described are not affected. Under EU law, you have a minimum two-year legal guarantee for conformity of goods.

FOR OUR CANADIAN CUSTOMERS

Your rights under applicable provincial consumer protection legislation, including any applicable provisions of PIPEDA, are not affected by this policy. This policy applies to the extent permitted by Canadian law.

FOR OUR AUSTRALIAN CUSTOMERS

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.

HOW REFUNDS ARE PROCESSED

Refunds are issued to the original payment method within 5-10 business days, depending on your bank or payment provider.

QUESTIONS

If you have any concerns about your order, email us at support@fernfawn.com. We respond within 1 business day.