Refund & Reprint Policy
Effective date: September 9, 2026.
Digital portraits
Full refund before your first download; no refunds after download. If you have paid for a digital portrait and have not downloaded it, email hello@trulydear.com with your order number and we will refund the full $29. Opening your portrait page does not count as a download. Your first use of the download button is recorded when we send you the file.
After you download the file, we cannot refund a change of mind. If the file is faulty or does not match the portrait you approved, contact us so we can fix it or refund you where required. Your statutory rights are not affected. The download link lasts 30 days; there is no limit on downloads during that time.
The digital file is for personal use, including home printing. Commercial rights are not included. A canvas added for $59 is a separate physical order, covered by the canvas policy below.
Before anything is printed
- Previews are free. You approve the exact portrait before you pay, so there is no charge if you decide not to order a preview.
- After payment, contact hello@trulydear.com promptly if you need to cancel. We will check whether production has started and confirm whether cancellation and a refund are still possible.
If your print arrives damaged
Send us a photo of the damaged item within 30 days of delivery and we will send a free replacement. No need to return anything.
If the print does not match the preview you approved
If the delivered print clearly differs from the preview you approved (colours, cropping, print quality), we will reprint it free of charge first. If a reprint cannot make it right, we will refund you.
If your order is delayed
The arrival date shown at checkout is an estimate. If your order is delayed, contact us so we can check production and tracking. If the delay is our or our production partners' fault, we will make it right.
How to reach us
hello@trulydear.com. We answer within one business day.