Returns & Refunds Policy
Last updated: 26 January 2026
At Snap Prints, we are committed to ensuring your satisfaction with our custom portrait service. This Returns & Refunds Policy outlines our policies regarding returns, refunds, and revisions for both digital and physical products.
1. General Policy
Due to the custom nature of our portraits, we generally do not offer returns or refunds once a portrait has been processed and delivered. However, we have specific policies for different scenarios as outlined below.
2. Physical Print Returns & Refunds
2.1 Damaged Products: We only accept returns and provide refunds for physical prints that arrive damaged. If you receive a damaged print, please contact us within 7 days of delivery.
To process a return for a damaged product:
- Contact us at hello@snap-prints.co.uk within 7 days of delivery
- Provide photos clearly showing the damage
- Include your order number
- We will review your request and arrange for a replacement or refund
2.2 Non-Damaged Products: We do not accept returns or provide refunds for physical prints that are not damaged, including cases where you are simply not satisfied with the product, changed your mind, or ordered the wrong item.
2.3 Return Shipping: If a return is approved for a damaged product, we will provide a prepaid return label or cover the return shipping costs.
3. Digital Product Refunds
3.1 No Refunds for Digital Products: We do not offer refunds for digital portrait files, regardless of whether the file is damaged, unusable, or does not meet your expectations. Digital products are delivered instantly and are considered final once delivered.
3.2 File Issues: If you experience technical issues with your digital file (e.g., file corruption, unable to download), please contact us and we will work to resolve the issue by providing a new download link or re-delivering the file.
4. Free Revisions for Likeness Issues
4.1 Likeness Concerns: If you believe your portrait does not accurately represent the likeness of the subject(s) in the photo(s) you provided, we will provide one free revision.
Free Revision Process:
- Contact us within 14 days of receiving your portrait
- Clearly describe the likeness issues you've identified
- Provide your order number
- We will process a free revision and deliver the updated portrait
4.2 What Qualifies for Free Revision: Free revisions are available for:
- Portraits that do not accurately represent the subject's likeness
- Issues with facial features, proportions, or characteristics
- Problems with the print quality or digital image quality that affect likeness
4.3 What Does Not Qualify: Free revisions are not available for:
- Style preferences (you wanted a different artistic style)
- Color preferences or aesthetic choices
- Changes to the composition or layout
- Requests for additional subjects not in the original order
4.4 Additional Revisions: Additional revisions beyond the first free revision may be available for a fee. Please contact us to discuss your needs.
5. Processing Times
5.1 Return Processing: Approved returns for damaged physical products will be processed within 5-7 business days of receiving the returned item. Refunds will be issued to the original payment method within 10-14 business days.
5.2 Revision Processing: Free revisions for likeness issues are typically processed within 3-5 business days. You will receive the revised portrait via the same delivery method as your original order.
6. Order Cancellations
6.1 Before Processing: You may cancel your order before processing begins and receive a full refund. Once processing has started, cancellation is not possible.
6.2 After Processing: Once your portrait has been processed, orders cannot be cancelled. This applies to both digital and physical products.
7. Contact Us for Returns, Refunds, or Revisions
If you need to request a return, refund, or revision, please contact us:
Email: hello@snap-prints.co.uk
Subject Line: Please include "Return Request", "Refund Request", or "Revision Request" in your subject line
Include: Your order number, photos (if applicable), and a detailed description of the issue
Company: Snap Prints is a brand name operated by Snap Pix
We aim to respond to all requests within 2-3 business days.
Quick Summary
Damaged Physical Prints:
Returns and refunds accepted within 7 days
Digital Products:
No refunds available
Likeness Issues:
One free revision available within 14 days
Non-Damaged Physical Prints:
No returns or refunds
By placing an order, you acknowledge that you have read and understood this Returns & Refunds Policy.