Refund & Reprint Policy
Effective date: July 16, 2026. This policy applies from the day the store opens for orders.
Before anything is printed
- Previews are free, and nothing is printed until you explicitly approve your portrait.
- If you have paid but not yet approved a portrait for print, you can cancel for a full refund at any time. Orders that remain unapproved are automatically refunded in full after 14 days.
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 arrives later than the promised date
The delivery date you see at checkout is a commitment. If we miss it and the delay is our or our production partners' fault, contact us and we will make it right.
How to reach us
hello@trulydear.com. We answer within one business day.