Refund policy
Last updated: 2 November 2026
We want you to feel confident when ordering your portrait from Aldercombe Editions.
Because every portrait is created specifically for your pet, our refund policy reflects the personalised nature of our service while preserving your statutory consumer rights.
Our Portrait Approval Guarantee
Your portrait will be created from the photographs you provide and presented to you for review before it is sent to production.
If something does not feel quite right, you may request up to three rounds of refinements before giving final approval. We will review your requests and make appropriate adjustments where reasonably possible.
If, after the refinement process, your portrait still does not feel right, or you decide you would rather not proceed, you may request a full refund.
Your portrait is not sent to production until you have given final approval.
Once you have approved your final portrait, the Aldercombe Editions Portrait Approval Guarantee ends and your portrait is prepared for physical production in the format and size selected when ordering.
The Aldercombe Editions Portrait Approval Guarantee is separate from your statutory consumer rights.
Change of Mind
Fine-Art Prints and Framed Portraits are personalised products created specifically from your approved portrait.
Because these products are personalised, the normal statutory right to cancel an online purchase simply because you have changed your mind does not generally apply to goods made to a customer's specifications or clearly personalised. UK consumer guidance identifies bespoke and customised goods as an exception to the usual distance-selling cancellation right.
Once you have approved your final portrait, production may begin and we cannot accept a cancellation, return or refund simply because you have changed your mind.
This does not affect your statutory rights if your order is faulty, damaged, not as described, incorrectly supplied or otherwise does not conform to the contract. UK consumer law requires goods to be as described, of satisfactory quality and fit for purpose where applicable.
Damaged, Faulty or Incorrect Orders
If your Fine-Art Print or Framed Portrait arrives damaged, faulty, not as described, incorrectly supplied or materially different from what you ordered, please contact:
Please include your order details and, where relevant, photographs showing the product and packaging so that we can investigate the issue promptly.
We will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
Where you have a statutory right to reject the goods and receive a refund, you do not have to accept a replacement instead. Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract.
The personalised nature of your portrait does not remove your statutory rights.
Lost or Undelivered Orders
If your order does not arrive, please contact info@aldercombe.co.uk so that we can investigate the delivery.
Where an order is confirmed as lost in transi