Refund policy

Last updated: 17 October 2026

Our promise

Every portrait is made with care. If something is not right, we want to hear about it, and we will do everything we can to make it right.

Digital portraits

We show you a free preview before you buy, so you can see exactly what your portrait looks like before you pay. Because digital files are delivered instantly and cannot be returned, digital sales are final.

That said, we are reasonable people. If your portrait has a genuine technical problem, such as a missing person, distortion, or something that clearly did not come out right, email hello@heavenhugs.com with your order number and a short description. We will remake it free first. If it is still not right, we will review your case and refund you where appropriate.

We are not here to hide behind a no-refund policy. We just ask that you look at your preview carefully before you buy.

Canvas and framed canvas

Every canvas is made just for you. Here is how we handle each situation.

If it arrives damaged, incorrect, or is lost in transit: email us within 48 hours of delivery with a short description and clear photos of the item and packaging. We will send a free replacement. If you would rather have a refund, we will refund you in full, and you do not need to send anything back.

If you change your mind: because each portrait is printed to order with your own photos, we cannot resell it, so change-of-mind returns are not accepted. This does not affect your rights under the Australian Consumer Law or the consumer laws of your country.

Not eligible for a refund

  • Digital portrait downloads, except for the technical problems described above
  • Change of mind on made-to-order canvases
  • Damage caused after delivery
  • Items sent back without first contacting our support team

How to ask for a refund or replacement

  1. Email hello@heavenhugs.com
  2. Include your order number
  3. Describe the problem clearly
  4. For damage or a wrong item, include clear photos of the item, the outer box and any inner packaging

We reply within 24 hours with next steps.

Refund timing

Approved refunds are processed within 5 to 7 business days. Your bank usually takes a further 3 to 5 business days to show it.

Contact us

Questions about returns or refunds? Email hello@heavenhugs.com.