Returns and Refunds Policy

Last updated: August 29, 2026

We want you to be happy with your Paintingify artwork. Because digital portraits and canvas prints are personalized using the photo and options supplied by each customer, the following conditions apply.

Digital Products

Once generation has begun or a digital file has been delivered, an order normally cannot be cancelled or refunded because you changed your mind, made a duplicate purchase, or no longer need it. If a file cannot be opened or downloaded, the wrong file was delivered, a clear technical fault occurred, or the result materially differs from the product selected, contact us within 14 days of delivery. Depending on the circumstances, we will regenerate, correct, resend, or refund the order.

AI-generated artwork naturally contains artistic variation. Pose, background, clothing details, and color may differ slightly from examples. A difference based only on personal taste is not normally a defect, but we will make reasonable efforts to help improve the result.

Personalized Canvas Prints

Canvas prints are made to order and generally cannot be returned because of a change of mind. Contact us within 14 days of delivery if the item arrives damaged, is the wrong size or design, contains a clear printing defect, is not the item ordered, or is confirmed lost in transit.

Include your order number, a description of the problem, photographs of the full item and affected area, and photographs of the packaging and shipping label. Once verified, we will provide a free remake, replacement, or refund. Do not return an item without contacting us first.

Items Not Eligible for Refund

• Problems caused by a blurry, low-resolution, obstructed, or otherwise unsuitable customer photo;
• Incorrect names, text, size, email address, or shipping address supplied by the customer;
• Reasonable differences between screen colors and printed colors;
• A change of mind after digital generation or physical production has started;
• Normal transit time, refusal of delivery, failure to collect, or delivery failure caused by an incorrect address;
• Requests made outside the stated period without evidence of an original defect.

Cancellations and Refund Timing

Digital orders are processed quickly and usually cannot be cancelled after generation begins. For canvas cancellations, contact us immediately; cancellation cannot be guaranteed after production starts. Approved refunds are issued to the original payment method and normally take 5–10 business days to appear. Original shipping charges are normally non-refundable unless the refund is caused by our error, verified damage, or loss in transit.

Contact Us

Before opening a payment dispute or chargeback, email service@shopupup.com with your order number so we can offer a remake, replacement, or refund. This policy does not limit any mandatory consumer rights that apply to you.