Refund policy
Returns & Refunds Policy
Last updated: September 8, 2026
Every BRUSHLINE portrait is personalized and custom-made from the photo and product options you provide.
Because personalized products are created specifically for you, our return and refund policy differs from that of standard non-custom products.
PERSONALIZED ORDERS
BRUSHLINE custom-made products are generally not eligible for return or refund due solely to:
• changing your mind after production has begun;
• selecting the wrong size, finish, frame color, or personalization;
• no longer wanting the personalized product after production has begun.
We encourage you to carefully review your portrait preview and product selections before completing your purchase.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS
If your order arrives damaged, defective, or materially different from the product configuration you ordered because of a production or fulfillment error, please contact us within 7 calendar days of delivery.
Email:
[SUPPORT EMAIL]
Please include:
• your order number;
• a brief description of the issue;
• clear photos of the product;
• photos of the packaging where relevant.
Once we review and confirm the issue, we will provide an appropriate resolution, which may include a replacement, reprint, partial refund, or refund depending on the circumstances.
If an approved replacement is required because of our error, you will not be charged for that replacement.
ORDER CHANGES & CANCELLATIONS
Because production may begin soon after an order is placed, please contact us as quickly as possible if you need to request a change or cancellation.
We will make reasonable efforts to accommodate your request if production has not yet begun.
Once production has started, we cannot guarantee that an order can be changed or cancelled.
RETURNS
Please do not send any personalized product back to BRUSHLINE without contacting us first.
If a physical return is required after we review your case, we will provide the appropriate return instructions.
Unapproved or unsolicited returns may not be accepted.
REFUNDS
If a refund is approved, it will be issued to the original payment method.
After a refund has been issued, your bank or payment provider may require additional time to make the funds available. Processing time varies by financial institution and payment method.
FREE PORTRAIT PREVIEW
BRUSHLINE may allow you to create and view a portrait preview before purchasing.
A free preview itself is not a purchased digital product and does not require you to place an order.
COLOR & DISPLAY DIFFERENCES
Colors may appear slightly different between screens and physical printed products because monitors, phones, printing processes, materials, and lighting conditions reproduce color differently.
Minor variations of this nature are not considered defects.
CONTACT
For all return, refund, replacement, cancellation, or order-related questions, please contact:
[SUPPORT EMAIL]