Refund policy

Every Easel & Ears portrait is custom-made from your photo and is personal to you. For that reason, all sales are final and we can't accept returns or exchanges. We stand behind our work, though, and this policy explains exactly what we'll do if something isn't right.

Cancellations

Within 24 hours of ordering, or before we send your first proof (whichever comes first): cancel for a full refund.
After your first proof is sent, but before you approve it: you can cancel and we'll refund your order minus a $25 artwork fee, which covers the design work already completed.
After you approve your proof: your portrait goes to print and the order can't be cancelled or changed.

To cancel, reply to your order or proof email, or write to easelandears@gmail.com with your order number.

Proofs and revisions

We email a digital proof before anything is printed. Revisions to the artwork are free. Please review every detail carefully, including faces, names, spelling, colors, size and frame color, before you approve. Approving the proof confirms the artwork is correct, and we can't reprint for details that were visible in the approved proof.

If we haven't heard from you 30 days after sending a proof, we'll send a reminder. If there's still no reply after 45 days, we may cancel the order and refund it minus the $25 artwork fee.

Your photo

Your portrait can only be as good as the photo you send. Clear, well-lit, in-focus photos where faces are fully visible give the best results. If a photo isn't usable, we'll let you know before we start and ask for another one.

We can adjust backgrounds, lighting and small details, but we can't invent features that aren't in the photo, such as changing an expression, opening or closing eyes or mouths, or adding a pose. If you ask us to proceed with a low-quality photo after we've flagged it, the result isn't eligible for a refund or reprint based on image quality.

Damaged, defective or incorrect orders

If your portrait arrives damaged in transit, has a printing or framing defect, or isn't the size, frame or artwork you approved, we'll reprint and reship it at no cost.

Email easelandears@gmail.com within 48 hours of delivery.
Include your order number and clear photos of the damage, the full portrait, and the shipping box and packaging.
Keep the box and packaging until the claim is resolved, as the carrier may need to inspect them.

If a reprint isn't possible, we'll refund you in full. Small differences between on-screen colors and the printed canvas, and natural variation in wood frames, aren't considered defects.

Lost packages

See our shipping policy for lost, delayed or stolen packages.

Promotions and discount codes

One discount code per order. Codes can't be combined, transferred or exchanged for cash.
Codes must be entered at checkout. We can't apply discounts to orders that have already been placed.
Promotions may have conditions or end dates and can change at any time.

How refunds are paid

Approved refunds go back to your original payment method. Most banks post them within 5 to 10 business days.

Questions or problems

Please contact us before opening a dispute with your bank. We answer every email within 2 business days and want to make it right.

Easel & Ears · 263 W. Olive Ave. #249, Burbank, CA 91502 · easelandears@gmail.com