Refund Policy

Refund Policy
Heirloom Haven Studio
Last updated: July 14, 2026
At Heirloom Haven Studio, each portrait is custom-created using the customer's submitted photo, traits, memories, stories, selected Truth Statement™, collection, and background palette. Because each portrait is personalized through a custom studio process, this Refund Policy is designed to be fair to customers while protecting the time, care, and creative work invested in each order.
1. Custom Work and Refund Approach
Heirloom Haven Studio portraits are custom digital creative services. Refund eligibility depends on the stage of the order, whether portrait creation has begun, whether a customer review or approval step has occurred, and whether the final digital portrait has been delivered.
This Refund Policy works together with the Heirloom Haven Studio Terms of Service and Privacy Policy. If there is a conflict between this Refund Policy and an order-specific written agreement, the order-specific agreement will control for that order.
2. Order Activation and Payment
Portrait creation begins after payment is received and the necessary customer materials have been submitted. Orders are not considered active until payment and required intake information have been received.
Applicable taxes, checkout charges, or payment processing matters will be handled according to the checkout settings, payment provider rules, and applicable law.
3. Cancellations Before Portrait Creation Begins
A digital portrait order may be canceled for a full refund within 24 hours of purchase, provided portrait creation has not yet begun.
Once portrait creation has begun, the order is considered custom work and is not refundable, except when Heirloom Haven Studio determines that a refund is appropriate under this Policy or the Terms of Service. Once the final digital portrait has been delivered, the order is non-refundable.
4. Photo Quality Review
Portrait quality depends on the quality of the submitted photo. If a photo is not suitable for portrait creation, Heirloom Haven Studio may request a replacement image.
If a suitable photo cannot be provided before portrait creation begins, the customer may cancel the order for a full refund. If the customer chooses to proceed with a lower-quality image after being advised of possible limitations, those source-photo limitations do not create a refund right.
5. Customer Materials, Accuracy, and Authorization
Customers are responsible for submitting accurate names, spelling, stories, traits, photos, collection selections, background palette selections, and other order details. Customers also confirm that they have the right or appropriate authority to submit the materials provided for the requested portrait.
Heirloom Haven Studio will correct studio-caused errors at no additional cost when reasonably possible. Customer-submitted errors, missing information, unauthorized submissions, or changes in customer preference may not qualify for a refund or complimentary redesign.
6. Truth Statement™ Selection and Review
When Truth Statement™ options are provided, the customer is responsible for reviewing and selecting the final Truth Statement™ before portrait completion. Minor wording corrections or refinements may be included within the revision process when they remain within the original order scope.
Substantial Truth Statement™ changes after portrait creation has begun may require an additional fee or a new order when the change requires a substantially different portrait direction or full redesign.
7. Background Palette Selection and Creative Interpretation
Customers may select from the approved background palettes offered for the chosen collection. A palette selection establishes the overall color direction; it does not guarantee an exact digital swatch match, identical color placement, or a fixed formula across portraits.
Heirloom Haven Studio retains artistic discretion over lighting, tonal balance, painterly texture, contrast, typography integration, and the specific interpretation of the selected palette. Reasonable variations resulting from the custom creative process are not considered defects and do not create a refund right.
8. Customer Review, Approval, and Final Delivery
When a customer review, proof, or approval step is provided, approval confirms acceptance of the subject likeness, portrait direction, selected Truth Statement™, name, typography, background palette interpretation, and overall creative presentation.
Watermarked previews, proofs, and review copies are not final delivery files and may not be printed, sold, edited, publicly posted as final artwork, or used for commercial purposes.
Once the final high-resolution PNG portrait has been delivered, the order is complete and non-refundable. Changes requested after final delivery may require an additional fee or a new order.
9. Revisions
Each portrait includes up to two complimentary revision rounds, unless otherwise stated in the product description or order agreement.
Complimentary revisions may include reasonable adjustments such as:
•Minor portrait refinements
•Name or spelling corrections
•Truth Statement™ corrections or minor wording refinement
•Typography placement adjustments
•Small visual refinements within the selected collection and palette direction
Revisions are intended to refine the existing portrait, not restart the project from the beginning. Major changes may require a new order or additional fee, including:
•A new subject
•A new source photo after portrait creation has begun
•A different collection or substantially different background palette direction
•A completely new portrait direction
•Substantial Truth Statement™ changes after portrait design has begun
•Requests outside the original order scope
10. Studio Errors and Technical File Corrections
Heirloom Haven Studio will correct studio-caused errors at no additional cost when reasonably possible. Studio errors may include:
•Spelling or name errors caused by the studio
•Incorrect Truth Statement™ wording caused by the studio
•Delivery of the wrong approved portrait file
•A technical defect that prevents the final PNG file from opening or displaying properly
Corrections for studio errors are not the same as preference changes, full redesign requests, new-photo requests, or changes to customer-submitted information after approval.
11. Customer-Arranged Printing and Third-Party Print Services
Heirloom Haven Studio does not sell, produce, ship, or fulfill physical prints at this time. Customers may independently arrange printing of the final delivered portrait for personal use.
Any printer or print-service recommendation provided by Heirloom Haven Studio is informational only and is not a sale, warranty, endorsement, or guarantee of another provider. The customer contracts and pays the chosen printer directly.
Heirloom Haven Studio is not responsible for third-party print charges, refunds, shipping, delays, cropping, color variation, material quality, production errors, damage, or other printing outcomes. A third-party printing result does not create a refund right for the Heirloom Haven Studio digital portrait order unless the delivered PNG file itself contains a verified studio-caused technical defect.
12. Inactive Orders and Customer Response Delays
Customers are responsible for responding to review, revision, missing-information, photo-quality, or approval requests in a timely manner.
If a customer does not respond, the order may be placed on hold or marked inactive. Heirloom Haven Studio may send reminders and set reasonable response deadlines to keep production moving and protect studio capacity. An order may not qualify for a refund when it becomes inactive after portrait creation has begun.
An inactive order may be eligible for reactivation within the period stated in the Terms of Service or customer communications. Reactivation does not restart the original cancellation period or create a new refund right.
13. Non-Refundable Situations
Refunds may not be available for:
•Orders after portrait creation has begun
•Final digital portraits after delivery
•Customer-submitted spelling, name, story, photo, collection, palette, or order-detail errors after approval
•Preference changes after approval or final delivery
•Requests for a new subject, new source photo, new collection, substantially different palette direction, or new portrait direction
•Failure to respond to required review, revision, missing-information, or approval requests after work has begun
•Reasonable artistic variations within the selected collection and palette
•Third-party printing costs, results, delays, damage, or service disputes
•Unauthorized, misleading, unlawful, or inappropriate submissions that prevent completion within studio standards
14. Refund Method, Taxes, and Fees
Approved refunds are generally issued to the original payment method when possible. Processing times depend on the payment provider or financial institution.
Taxes or payment processing fees that are not recoverable by Heirloom Haven Studio may be excluded from a refund when permitted by law and payment provider rules. If a partial refund is appropriate, the amount may reflect the stage of the order, work already completed, and non-recoverable costs.
15. Refusal, Cancellation, or Decline of Service
Heirloom Haven Studio may decline, cancel, or refund an order if submitted materials are unlawful, abusive, exploitative, hateful, misleading, unauthorized, violate the rights of others, or are inconsistent with the studio's values and service standards.
Heirloom Haven Studio may also decline or cancel an order if the studio determines that the portrait cannot be completed respectfully, accurately, safely, or within studio standards. If an order is declined before portrait creation begins, a refund may be issued. If work has already begun, refund eligibility will depend on the stage of the order, the nature of the issue, and this Refund Policy.
16. Privacy and Customer Materials
Customer information, photos, stories, traits, memories, Truth Statement™ selections, palette selections, approval records, and portrait details are handled according to the Heirloom Haven Studio Privacy Policy.
A request to delete submitted photos or personal story details does not automatically create a refund right and may be subject to order status, legal, tax, accounting, customer support, dispute resolution, or legitimate business record needs.
17. Updates to This Policy
Heirloom Haven Studio may update this Refund Policy from time to time. The most recent version will be posted on the Heirloom Haven Studio website. Continued use of the website or studio services after updates are posted means you agree to the updated Refund Policy.
18. Contact
For refund or order questions, please contact:
Heirloom Haven Studiohello@heirloomhavenstudio.com