Refund Policy
Every portrait is made by hand for one customer, so this policy explains what happens if something is not right. Last updated 2026.
Revisions come first
If your portrait is not quite right, tell us what to change and we will revise it. Most concerns are sorted this way, and revisions on the digital artwork are included in the price.
Before work starts
If you cancel before an artist has started your portrait, we will refund you in full. Email us as soon as you can, since work usually begins within a few hours.
Digital portraits
Because each digital portrait is custom made, we cannot offer a refund simply for a change of mind after it has been delivered. If we have got something factually wrong about your print and revisions have not fixed it, contact us and we will make it right.
Printed products
If a printed item arrives damaged, faulty or with a printing error, send us a photo within 30 days of delivery and we will reprint and reship it at no cost, or refund you. Made to order items cannot be returned for a change of mind.
Lost parcels
If tracking shows your parcel has not moved for an unusual length of time, get in touch and we will chase the carrier and reship where needed.
How to request a refund
Email hello@matchdaymemories.com with your order number and what went wrong. Approved refunds are returned to your original payment method within 5 to 10 working days.