Refund policy
Last updated: 14 September 2026
What is the return policy?
Every Yellowsville portrait is drawn to order from your photos, so we do not accept returns or refunds for change of mind once an order has been placed and the illustration has started. What we do instead is keep working on the drawing with you.
Amendments
We have a satisfaction policy: if something in your portrait is not right, tell us and we will revise it, as many times as it takes, until you are happy with it. Changes are free when they concern likeness, the scene you chose, or anything you told us in your notes when ordering. Requests that go beyond your original order, such as adding people or changing the scene after the drawing is done, may carry an additional charge, which we will tell you before we start.
Ask for amendments by replying to your order email or writing to hello@yellowsville.com with your order number and a plain description of what to change. Most revisions are back within one to two business days.
For canvas orders, printing starts once you are happy with the drawing. After a canvas has been printed, no further changes are possible.
Damaged or faulty prints
If a canvas arrives damaged, misprinted or different from the drawing you approved, email us a photo within 14 days of delivery and we will reprint and ship it free of charge.
Cancellations
You may cancel an order for a full refund only before the illustration has started, which is normally within a few hours of ordering. Digital-file orders cannot be cancelled once the file has been sent.
Refunds we cannot make
- Change of mind after the illustration has started and the order was placed.
- Delivery failures caused by an incorrect or incomplete address given at checkout. We will reship at cost.
- Import duties or taxes charged by your country.
Your legal rights
Because the portrait is made to your specification, the statutory 14-day withdrawal right for distance purchases does not apply to personalised goods (Directive 2011/83/EU, Article 16(c), and equivalent national laws). Nothing in this policy limits rights that consumer law gives you and that cannot be excluded, including remedies for faulty goods.
See also our Terms of service and Privacy policy.