Refund, Returns & Cookie Policy

Effective Date: 16 August 2026

Refunds & Returns

Every Solace Keeps portrait is individually created and personalised to you and your family. It is made for you and for no one else, which is why the usual rules about returning something you have simply changed your mind about work a little differently here.

Under UK consumer law, goods made to a customer's specification or clearly personalised are exempt from the usual 14-day right to cancel a distance purchase for a change of mind. That does not mean "no refunds", and it does not touch any of your other rights. What it means in practice is set out below, stage by stage.

Nothing in this policy affects your statutory rights.

If You Change Your Mind

Please contact me as soon as you can, and I will always try to be fair with you.

• If I have not yet started work, I will review your request and, where appropriate, issue a refund.
• If work is under way, get in touch and I will do what I reasonably can, taking into account the time already spent on your portrait.
• Once you have approved your design and production has begun, your order cannot usually be cancelled or refunded for a change of mind, because it has been made for you and cannot be sold to anyone else.

Where I offer a refund at any of these stages it is because I want to, not because a rule forces me to — but I would always rather find a way to help than hide behind a policy. This is the same as what my Terms & Conditions say.

Image Quality & Unable to Create Artwork

Because every portrait is created from the photographs you supply, the quality of the final artwork depends on the clarity and suitability of the images provided.

In rare cases, if the photographs supplied are not of sufficient quality to produce a respectful and accurate portrait, I may be unable to proceed with the artwork.

If this happens:

• I will contact you as soon as possible to explain the issue.
• I will offer guidance on alternative photographs if available.
• If suitable images cannot be provided, I will issue a full refund for your order.

I will always assess photographs carefully before beginning work and will only proceed when I am confident a high-quality result can be achieved.

During the Design Process

I include revisions until you are happy with your artwork before printing begins.

You will always see a preview of the finished design, and printing only begins once you have approved it.

Once your approved design has gone into production, further creative or design changes may no longer be possible.

Approving your design does not sign away any of your rights. If what arrives is faulty, damaged, not as described, or not what you approved, you are protected exactly as you would be with any other purchase.

Damaged Items

If your order arrives damaged, please contact me as soon as possible, ideally within 24 hours of delivery, and provide clear photographs of the item and packaging where possible. This helps me resolve courier or delivery damage quickly.

Contacting me later than that does not automatically remove your statutory rights — the 24 hours is a request to help me sort things out for you, not a deadline you can fall foul of.

Depending on the circumstances and your legal rights, the right answer may be a repair, a replacement or a refund. I will sort it out with the courier myself; that is not something for you to chase.

Faulty Items

Under the Consumer Rights Act 2015, what I send you must be of satisfactory quality, fit for purpose and as described.

If your portrait is not, you have the right to reject it for a full refund within 30 days of delivery, and after that to ask for a repair or a replacement. Please just tell me — I would far rather know than have you live with something that isn't right.

Not As Described Or Not As Approved

If the portrait that arrives does not match the design you approved, or is not as I described it to you, please contact me and I will put it right at no cost to you.

Incorrect Customer Information

You are responsible for ensuring that names, spellings, dates, delivery details and any other personalised wording are accurate before approving the final artwork. Please do read your preview carefully — it is much easier to change a spelling before printing than afterwards.

If a mistake is mine — if I print something differently from what you approved — then it is mine to fix, at my cost, and I will do so gladly.

Cookie Policy

My website uses a small number of cookies and similar technologies, and I want to be straightforward about what they do.

Remembering your choice. The website itself does not need any cookies to work. When you answer the cookie banner, your answer is saved in your own browser so you are not asked again on every page. It stays on your device and is not used to track you.

Google Analytics and the Meta (Facebook) Pixel are the two non-essential things I use, and only with your permission. They help me understand which pages visitors find helpful, and let me show my work to other people who may be searching for a portrait like yours. Neither is set up to send Meta or Google your name, your email address, your photographs, or anything you have told me about your loved one.

Until you accept, the Meta Pixel is switched off: it stores nothing on your device and reports no page views to Meta. Google Analytics may not store anything on your device or identify you, though it does still send Google a basic, cookie-free note that a page was viewed, which is how I can see how many people visit at all.

Two things happen whichever way you answer, because they are not cookies and the banner does not control them: the pixel's program file and the website's typefaces are downloaded from Meta's and Google's own servers when a page opens, and those requests show them your IP address and basic browser information.

You can change or withdraw your choice at any time using the Cookie Preferences link at the bottom of any page, or through your browser settings. If you withdraw consent, the pixel stops reporting immediately, Google Analytics is denied storage again, and the cookies both have set on this website are cleared.

Full details, including what each one collects, are set out in my Privacy Policy.