Refund policy

Last updated: October 3, 2026

Every Velvet Ruff portrait is custom-made from your photo, just for you. Because of that, our refund policy works a little differently from a regular store. We send you a proof first and revise it until you love it, so you know exactly what you're getting before anything is printed.

Before you approve your proof

Revisions to your proof are free. Tell us what to change and we'll update it.
You can cancel your order for a full refund any time before you approve your proof.
If your photo can't produce a good portrait and you can't send another, we'll cancel and refund your order in full.

After you approve your proof

Once you approve, your portrait goes into production and can't be resold, so we can't accept returns, exchanges, or cancellations for change of mind, including choosing a different size or style after approval.

Damaged or defective items

If your canvas arrives damaged, has a print defect, or isn't the portrait you approved, email us at hello@velvetruff.com within 30 days of delivery. Include your order number and a photo of the problem (and of the packaging if it was damaged in transit). We'll send a free reprint or give you a full refund, whichever you prefer. You won't need to send the item back unless we ask.

Lost packages

If tracking shows your order hasn't moved for 10 business days, or it's marked delivered but you can't find it, contact us and we'll work with the carrier and our print partner to find it, or send a replacement.

Digital downloads

Digital files are delivered once you approve your proof and can't be returned. If a file is damaged, incomplete, or isn't the version you approved, contact us and we'll send a corrected file or give you a refund.