Refund policy

Last Updated: June 2026

At LegacyInBrush, every portrait is created specifically for you. Because our products are made to order and personalized, our refund policy reflects the custom nature of what we do — while ensuring full transparency and fairness before any payment is ever required.

1. OUR PREVIEW-FIRST GUARANTEE

Before you pay for your portrait, you will always receive a free watermarked preview for your review. This means:

  • You see your portrait before completing your purchase
  • Payment is only required after you have reviewed the preview and chosen to purchase
  • By completing your purchase, you confirm that the portrait meets your expectations

This preview step is our primary quality assurance — and it significantly reduces the need for refunds.

2. DIGITAL PORTRAIT REFUNDS

2.1 General Policy

Because digital portrait files are delivered immediately upon purchase and cannot be returned, all sales of digital products are final once the file has been delivered.

2.2 When Refunds Are Available for Digital Orders

A refund for a digital portrait may be issued in the following situations:

  • Your file was never delivered within 24 hours of completed payment, despite our best efforts to resend it
  • The delivered file was technically corrupted or unreadable
  • A duplicate charge occurred due to a payment processing error

2.3 No Refund After Purchase

Because you reviewed a free watermarked preview of your portrait and voluntarily completed your purchase, refunds are not available on the basis of artistic dissatisfaction after checkout. The preview process exists specifically to give you full confidence before committing.

3. CANVAS PRINT REFUNDS

3.1 Custom-Made Products

All Canvas Prints are custom-produced to order by our network of professional print facilities. As such, we do not accept returns or issue refunds for change of mind once production has begun.

3.2 Damaged on Arrival

If your Canvas Print arrives damaged or defective, please contact us within 7 days of delivery at support@legacyinbrush.com. Include your order number and clear photographs of the damage. We will arrange a replacement print or issue a full refund depending on the circumstances.

3.3 Lost in Transit

If your tracking shows your package has been marked as lost by the carrier, please contact us. We will work with our fulfillment partner to investigate and will offer a replacement or refund for confirmed lost shipments.

3.4 Wrong Delivery Address

LegacyInBrush is not responsible for orders that cannot be delivered due to an incorrect address provided at checkout. Please verify your shipping address carefully before placing your order. If you realize an error immediately after ordering, contact us right away — we may be able to correct it before production begins.

4. CANCELLATIONS

4.1 Before Payment — Digital Portraits

Because your watermarked preview is provided free of charge before any payment is required, no cancellation process is necessary at this stage. If you choose not to proceed, simply do not complete your purchase — no charge will occur and no action is needed on your part.

4.2 After Payment — Digital Portraits

Once you complete your payment, your high-resolution portrait file is delivered immediately. Because the order is fulfilled instantly upon payment, cancellations are not possible after checkout is completed.

4.3 Canvas Print Orders

Once payment is made, production of your Canvas Print begins promptly. If you need to cancel urgently after payment, contact us immediately at support@legacyinbrush.com. We will do our best to halt production if it has not yet started — however, we cannot guarantee cancellation once a print order is submitted to our fulfillment partner.

5. CHARGEBACKS AND DISPUTES

We take chargebacks seriously and maintain thorough records of every order, including your preview access and delivery confirmation. If you believe a charge was made in error, please contact us directly at support@legacyinbrush.com before initiating a chargeback. Most issues can be resolved quickly and amicably through direct communication.

Fraudulent chargebacks on orders where a preview was reviewed and a file was successfully delivered may be disputed with full documentation provided to the payment provider.

6. HOW TO REQUEST A REFUND

To request a refund or report an issue with your order, please contact us with the following information:

  • Your full name and email address used at checkout
  • Your order number
  • A description of the issue
  • Photos (if reporting a damaged product)

We respond to all refund or dispute requests within 2 business days.

7. CONTACT US

For refund requests, order issues, or any other questions: