Refund and Satisfaction Policy

Our satisfaction promise

Our products are personalised digital files. Nothing is physically shipped or returned.

Cancellations and corrections

We normally begin production shortly after an order is placed. Email support@soulmatesdrawings.com immediately if you need to correct information or cancel. If production has not begun, we will cancel and refund the order. A change-of-mind cancellation might not be available after production begins.

Errors, missing files and non-delivery

Contact us within seven days if we used the wrong name, preferences or portrait style, a promised file is missing or unusable, the order was not delivered within the stated period, or the product is materially different from its description.

We will correct or redeliver the order at no charge. If we cannot correct the problem within a reasonable time, we will provide an appropriate refund.

Creative preferences

Portraits and reflections are subjective. Disliking an imaginative detail does not automatically mean the product is defective, but we will honour the correction or revision stated on the product page.

Consumer rights

Nothing on this page excludes rights or remedies that cannot legally be excluded under applicable consumer law.

Requesting help

Email us with your order number, delivery email and a short explanation. We aim to respond within one business day.