Our Money-Back Refund Policy

Our Guarantee

We are extremely confident that you will love your Welham & Co portrait. That's why we offer a 100% Money-Back Guarantee.

If you are unhappy with your artwork after a proof is sent to you, we will work with you, providing unlimited revisions*, until you are 100% satisfied. If your portrait is still not what you envisioned after revisions, let our friendly team know within your 7-day review period, and we will cancel your order and issue a full refund if payment has been collected - it's really that simple!

Please note, we are unable to provide a refund if:

• You approved your artwork proof and change your mind after the portrait has been delivered.
• Your order was fulfilled following our auto-approval and automatic payment process, and no revision requests or cancellation was submitted during the 7-day review period provided.
• You believed the artwork would be hand-painted. All of our artworks are digitally created based on the photos you provide us.

*Note: We provide unlimited revisions based on your chosen portrait style (eg. Watercolor). An additional fee will apply if you request your portrait to be illustrated in more than one style (eg. purchased a portrait in our Watercolor style but would like to see an option in Oil).

Damaged or wrong artwork

Please inspect your order upon delivery and contact us immediately if you received the wrong artwork or damaged items. If any of these apply, please contact us within 48 hours of receiving your order at support@welhamandco.com with photos of wrong/damaged items (including packing slip). We will organize an express replacement for you and make things right.

Artwork Proofs

All Welham & Co artworks are custom-made to order.

You will receive your artwork proof within 3 days of placing your order. Once your proof is sent, the following process applies if we do not hear back from you:

1. A reminder email is sent after 24 hours of no activity.
2. After a further 72 hours of no activity, your proof is automatically approved and you will receive an email notification from our team.
3. After a further 48 hours of no activity, a final email is sent advising that your chosen payment method will be charged after 24 hours*.
4. If we do not hear from you within that final 24-hour period, your payment will be processed and your order will proceed to printing and shipping using the automatically approved proof.

In total, you have 7 days from the date your most-recent proof is sent to request changes, approve your proof, or cancel your order before payment is automatically collected.

For orders that involve combining multiple photos into one portrait, Welham & Co will first provide a combined layout proof. If the combined layout proof is automatically approved after no activity, our artists will proceed to complete the full artwork and send you a new proof before any payment is processed. The same 7-day review period applies from the date that new proof is sent.

By selecting the '$0 Upfront' payment option at checkout, you confirm that you have read and agreed to this process, including the automatic collection of payment following a period of inactivity.

All proof-related communications are sent to the email address provided at checkout. Welham & Co cannot be held responsible for missed notifications due to email delivery issues outside of our control, including emails directed to spam or junk folders. It is your responsibility to monitor your inbox, including spam and junk folders. We recommend adding support@welhamandco.com to your email contacts to ensure delivery. Notification of a proof being sent to your email address on file constitutes adequate notice under these terms, regardless of whether the email is opened.

If you need more time to review your proof, please contact our team at support@welhamandco.com before the 7-day period closes. We are happy to assist.

*'Pay Now' (Upfront Payment) orders will be sent out for printing and shipping 72 hours after the proof is automatically accepted to ensure timely delivery.

Returns

Due to the highly personalized nature of our products, we don't offer returns or exchanges. Each artwork is created specifically for you and your home. However, if there's something wrong with your order, please let us know by contacting us at support@welhamandco.com. We will work with you on making things right.

Please note that when we create your artwork, we use the image uploaded with your order. If your image is not suitable, our team will contact you and ask for an alternative image. If you don't follow our image guidelines or if the image is low quality, we can't guarantee a favorable result.

Review our Image Guidelines here.

Exchanges

At this time, we don't offer exchanges. If you're unsure which size would fit better, check out our size guide here.

Though rare, it's possible that an item you ordered was mislabelled. If that's the case, please let us know at support@welhamandco.com within 48 hours of receiving your order. Include your order number and photos of the mislabeled item, and we'll send you a new one, or issue a refund.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@welhamandco.com.