Refund policy

Last updated: 2 September 2026

This policy explains cancellations, refunds, returns and remedies for Marelle Portraits personalised orders. It supplements, and does not reduce, your statutory consumer rights.

Free cancellation before approval

You may cancel unconditionally at any time before you approve a portrait in the Marelle dashboard. We will refund the amount paid to the original payment method. You may also choose cancellation instead of requesting a recreation.

If you do not approve

We do not print a portrait without approval. If you do not respond to reasonable approval reminders, the order will be automatically cancelled and refunded in full.

What counts as approval

Approval occurs when you select a portrait version and complete the final approval confirmation in the secure order dashboard. Approval makes that selected artwork version final and authorises immediate printing and framing.

After approval

Once approved, the portrait is a made-to-order personalised item and may enter production immediately. We therefore cannot accept change-of-mind cancellation, a different artwork selection or creative alterations after approval. This does not affect legal rights relating to faulty, damaged, lost or misdescribed goods.

Recreations before approval

Where the dashboard offers a recreation, you may request one before approval. A recreation is a new interpretation and not a guarantee of a precise edit. Any recreation limits shown in the dashboard apply. You may cancel for a full refund before approving any version.

Unsuitable photographs or content

If a photograph is too poor to use, we will ask for a replacement where practical. We may decline material that is unlawful, unsafe, exploitative, offensive, politically sensitive, or centred on nudity, violence, public figures or protected intellectual property without permission. If we cannot reasonably proceed, we will cancel and refund the order in full.

Damaged, faulty or incorrect goods

If the framed portrait arrives damaged, faulty or materially different from the approved order, email support@marelleportraits.com promptly. Include your order number, a description and clear photographs of the item, packaging and delivery label. Keep the item and packaging until we confirm the next step.

After assessment, we will provide the repair, replacement, refund or other remedy required by applicable law. Damage caused after delivery by misuse, unsuitable storage or accidental handling is not covered.

Lost parcels

If tracking has not updated or the parcel appears lost, contact us. We will investigate with the carrier and offer the remedy required by applicable law once the relevant facts are confirmed.

Returns

Please do not send an item back without authorisation. If a return is appropriate, we will provide the return instructions and address privately for that specific case.

Refund timing

Approved refunds are issued to the original payment method. Banks and payment providers may take additional time to display the credit. We will confirm when the refund has been initiated.

Colour and minor framing variation

Displays and physical print materials reproduce colour differently. Small screen-to-print colour differences, paper texture and minor crop or margin adjustments within the safe-area promise are not normally faults. Please contact us if the delivered item is materially inconsistent with the approved portrait or product description.

Contact

Email support@marelleportraits.com and include your order number.