Refunds, approval & delivery
The short version: nothing prints until you say yes, and if we get it wrong after that, we make it right.
You see it before you pay.
Your three portrait versions arrive free, before any money changes hands. That promise is the policy.
Before you pay — the free preview
Send your photo and you receive three versions of the portrait by email, usually the same day, at no charge. You only pay when you choose one to print.
- Not feeling any of them? Walk away — you owe us nothing, no card details were ever taken.
- Bought one and want a tweak before it prints? Ask — we'll revise at no charge. The exact artwork you sign off is what prints.
After printing
Because each portrait is made for one specific pet, we can't restock a print of your dog (nobody else's sofa deserves them). So once you've approved and we've printed, a change of mind isn't refundable — that's the standard position for personalised goods under the Consumer Contracts Regulations 2013, and it's exactly why we put the approval step first.
But if something is genuinely wrong, that's on us:
- Arrived damaged — photo of the damage within 14 days of delivery, and we reprint and resend free, or refund in full. Your choice.
- Print doesn't match the artwork you approved — same deal: free reprint or full refund.
- Lost in transit — if tracking stalls, contact us and we'll sort a replacement.
Delivery
- Printed and framed in the UK. Delivery is included in the price for UK addresses.
- After you approve your artwork, allow up to two weeks for printing and delivery.
- Your order confirmation includes a specific arrival date, computed from the honest end of that range.
- Your portrait arrives boxed and protected, ready to hang.
Your photo
The photo you send is used only to create your portrait. We don't sell it, share it, or use it in marketing without asking you first.
Talk to a human
Anything unclear, anything wrong, anything in between: hello@abovethesofa.co.uk. A person reads it.
