Returns, refunds & order issues

This page explains exactly when a personalized Gifted Photo order can be replaced, returned, or refunded, and what to do if something goes wrong.

Quick summary

Changed your mind or selected the wrong personalization? Personalized products normally cannot be returned or exchanged.
Item arrived damaged, defective, incorrect, or with a production error? Contact us within 30 days of delivery so we can review and resolve it.
Need to cancel or change an order? Contact us immediately. We can only help before production or fulfillment starts.
Do not send anything back without instructions from us.

Cases we can review for a replacement or refund

the physical product arrived damaged in transit;
the print or product has a clear manufacturing defect;
you received a different product, size, or frame from the one shown in your order confirmation;
there is a production error that was not present in the preview you approved;
a digital file is corrupted, cannot be opened, was not delivered, or is different from the purchased artwork.

After reviewing the evidence, we may offer a corrected file, reprint, replacement, partial refund, or full refund, depending on the problem. If a refund is approved, it is issued to the original payment method.

What normally cannot be returned or refunded

Because each order is created from your uploaded photo and selected options, we normally cannot accept returns, exchanges, or refunds for:

change of mind after production has started;
choosing the wrong product type, size, frame, color, or delivery address;
spelling, names, dates, instructions, or other personalization entered incorrectly by the customer;
problems caused by the uploaded photo, such as blur, hidden facial features, heavy filters, low resolution, or an incorrect person;
an AI-generated design that was visible in the preview and approved before checkout;
minor differences in color, crop, texture, or placement caused by screen settings and the physical printing process;
a digital product after the correct watermark-free file has been delivered, except where the file is defective or incorrect.

AI artwork and the approved preview

AI artwork is an artistic interpretation and may not reproduce every detail of the original photo. Results can vary between generations. Before ordering, check the face, hands, composition, spelling, crop, product type, size, and frame. If you are not satisfied, use Try again and generate another preview before adding the design to cart.

Damaged packages and production problems

Contact contact@giftedphoto.com within 30 days of delivery. Please keep the product and packaging until the case is resolved.

Include all of the following

your order number;
the email address used at checkout;
a short description of the problem;
clear photos of the full product and the affected area;
photos of the outer packaging, internal packaging, and shipping label if the item was damaged in transit.

How returns work when one is approved

Email us with the information listed above.
Wait for our review and instructions.
Do not ship the item to the sender address or production partner unless we specifically ask you to.
If a physical return is required, we will provide the return address and shipping instructions.

Unauthorized returns may not be accepted because our products can be produced and shipped by different fulfillment partners.

Order changes and cancellations

Email us immediately if you need to change the delivery address, size, frame, or design, or if you want to cancel. A change or cancellation is only possible before production or fulfillment starts and cannot be guaranteed after the order is placed.

Refund timing

We will email you when a refund has been approved and submitted. The refund is sent to the original payment method. The time it takes to appear in your account depends on your bank or payment provider.