Refund policy

REFUND & RETURN POLICY
Last updated: March 2026

Every FERNFAWN portrait is drawn by hand, for you. So we do this 
differently to most: nothing is printed until you've seen it and 
said yes.

BEFORE YOU APPROVE — FULL REFUND, ANY TIME

You can cancel for a full refund at any point before you approve 
your digital proof. No time limit, no questions, no deductions.

That includes after you've seen your proof. If we've revised it and 
it's still not right, tell us — we'll refund you in full. You only 
ever pay for a portrait you've personally approved.

Email support@fernfawn.com with your order number. Refunds are 
processed within 5–7 business days.

YOUR PROOF

We email your digital proof within 1–2 business days of your order.
You can then approve it, or ask for changes.

  • Revisions are unlimited and free. Cropping, colour, positioning, 
    background, fine detail — as many rounds as it takes.
  • Each round comes back within 1–2 business days.
  • A completely different photo or a new composition is a new artwork, 
    and we'll quote it separately.

WE NEVER PRINT WITHOUT YOU

If we don't hear back, we do not print. Your order simply waits.

We'll send friendly reminders at 3, 7 and 14 days. If you need weeks, 
take weeks — a portrait is not something to rush. Your artwork stays 
on file until you're ready, and you can still cancel for a full refund 
at any point during that time.

AFTER YOU APPROVE

Once you approve your proof, your portrait goes into production and is 
printed and framed to order. Because it is made to your specifications, 
we can't offer refunds or returns for change of mind after approval.

Digital files are non-refundable once the file has been sent.

IF SOMETHING ARRIVES WRONG

If your portrait arrives damaged, faulty, or materially different from 
the proof you approved, email support@fernfawn.com within 30 days of 
delivery with your order number and photos of the piece and its packaging.

We'll produce and ship a replacement free of charge. If we can't replace 
it, we'll refund you. You don't need to send anything back to us.

LOST IN TRANSIT

If your parcel appears lost, contact us within 30 days of the estimated 
delivery date. We'll investigate with the courier and arrange a 
replacement or refund.

If tracking says delivered but you can't find it, please check with your 
household, neighbours and local depot first — then come to us and we'll 
help chase it.

RETURNED TO SENDER

If a parcel comes back to us because the address was incomplete or 
incorrect, we'll gladly resend it; a second postage fee applies.

A NOTE ON COLOUR

Screens and paper render colour differently. Small variations between 
your proof on a screen and the printed piece are normal in fine art 
printing. If the print is materially different from the artwork you 
approved, that's on us — see "If something arrives wrong" above.

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.

UNITED KINGDOM

Under the Consumer Contracts Regulations 2013, online purchases normally 
carry a 14-day cooling-off period. Regulation 28(1)(b) excludes goods 
made to your specifications or clearly personalised — which your portrait 
is. This applies to change of mind only. Your rights under the Consumer 
Rights Act 2015 for goods that are faulty, damaged or not as described 
are fully preserved.

EUROPEAN UNION

Under Directive 2011/83/EU you have a 14-day right of withdrawal, but 
Article 16(c) excludes personalised goods made to your specifications. 
This applies to change of mind only. Your rights regarding faulty or 
non-conforming goods, including the two-year legal guarantee, are 
unaffected.

CANADA & ELSEWHERE

Your rights under applicable local consumer protection legislation are 
not affected by this policy.

HOW REFUNDS ARE PAID

Refunds go back to your original payment method within 5–10 business 
days, depending on your bank.

QUESTIONS

Email support@fernfawn.com, we reply within 1 business day.