Refund policy

RETURN & REFUND POLICY

Every portrait we create is painted by hand, for one family only — yours. Our goal is simple: you should love your portrait as much as you love the family member in it. Because each piece is made to order, cancellation and refund terms depend on the stage of your artwork. By placing an order with us, you acknowledge and agree to the terms below.

1. Before You Approve Your Sketch — 100% Refund

After you order, we'll send you a hand-drawn pencil sketch, and you can revise it as many times as you like. Until you approve your sketch, you may cancel at any time for a full refund — no questions asked, including any framing charges. To cancel, contact us at neo@maelinstudio.com.

Approving your sketch is the moment painting begins: your approval authorizes our artist to put brush to canvas, and the approved sketch becomes the reference standard for your finished portrait.

2. After You Approve Your Sketch — 50% Refund

Once you approve your sketch and your portrait is on the easel, the majority of the artistry is underway. Cancellations at this stage — up to and including a completed painting — are eligible for a 50% refund; the remainder covers the canvas, the oils and your artist's hours at the easel.

3. Proof Review & Inactive Orders

When your portrait is ready, we'll email you high-resolution photos ("proof") for your review and approval. You have 14 days from the date your proof is sent to approve it, request revisions, or cancel your order (at the 50% rate above).

If we don't hear from you:

• Day 7 — a friendly reminder email is sent.
• Day 12 — a final notice is sent, advising that your proof will be automatically approved in 48 hours.
• Day 14 — your proof is deemed approved, and your portrait proceeds to framing and shipment.

Each revised proof restarts this 14-day review period. Please note that automatic approval following the 14-day review period does not, by itself, constitute grounds for a refund. We send multiple notifications before any proof is auto-approved, and it is your responsibility to act within the timeframe above.

4. Communications & Email Delivery

All proof and order communications are sent to the email address provided at checkout. Notification of a proof being sent to your email address on file constitutes adequate notice under these terms, regardless of whether the email is opened. It is your responsibility to monitor your inbox, including spam and junk folders. We recommend adding neo@maelinstudio.com to your contacts to ensure delivery. We cannot be held responsible for missed notifications due to email delivery issues outside of our control.

5. Revisions — We Paint Until It's Right

Every order includes three rounds of complimentary revisions during the painting stage. When you receive your proof photos, we'll refine anything from the shade of the eyes to the texture of the fur.

If after three rounds the portrait still isn't right, we'll work with you personally on the best path forward — whether that's additional refinement or a 50% refund. In practice, we keep working until it's right.

6. Your Final Approval

Nothing ships until you say so. Your portrait leaves our studio only after you've reviewed and approved detailed photos of the finished piece (or the proof is deemed approved after the 14-day review period described in Section 3).

Because of the highly personalized nature of our work, we are unable to accept returns or exchanges of approved portraits. By the time your painting arrives, you've already seen and approved every detail of it. Non-response during the review period does not, by itself, constitute grounds for a refund.

7. The Nature of Hand-Painted Art

Your portrait is an original work of art, not a print. Slight variations in color, tone, and brushwork between your screen and the physical painting are inherent to hand-painted artwork — and part of what makes your piece one of a kind. Such variations are not considered defects and are not grounds for return or refund.

If the piece you receive materially differs from the proof you approved, contact us within 30 days of delivery with photos, and we will make it right.

8. Damaged in Transit

We pack every portrait like the artwork it is. In the rare event your piece arrives damaged — a cracked frame, a torn canvas — send us photos of the artwork and packaging within 30 days of delivery. We will repair, reframe, or completely repaint your portrait free of charge, with free shipping. No need to return the original.

9. How Refunds Are Processed

Approved refunds are issued to your original payment method within 5–10 business days. Shipping is always free at Maelin Studio, so refunds never involve shipping deductions.

10. Questions & Agreement

Placing an order constitutes confirmation that you have read, understood, and agree to this Cancellation & Refund Policy. If you have any questions about your order at any stage, write to us at neo@maelinstudio.com — a real person from our studio will reply within 1 business day.