Refund policy

Change of Mind
You have the right to cancel your order and request a refund within 14 days of delivery, in line with UK consumer law (Consumer Contracts Regulations 2013). To request a return, email us at team@familyportrait.world with your order number.

Beyond this legal minimum, we also offer a goodwill returns window of 30 days from delivery for unopened, unused products in their original packaging.

Opened Products
Because The Wipe, The Spray, and The Brush are grooming and skincare products with a hygiene seal, we can only accept a return of an opened item if the seal itself has not been broken, or if the product was opened solely to inspect it (as you would in a shop) rather than used. If a hygiene seal has been broken through use, we're unable to accept the return, in line with standard practice for cosmetics and personal care products — this exception is set out clearly here and at checkout.

Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, contact us within 7 days of delivery at team@familyportrait.world with a photo. We'll send a full replacement or refund at no cost to you — no return required.

Return Shipping
Return shipping is the customer's responsibility, unless the return is due to our error (damaged, faulty, or incorrect item), in which case we cover it.

Refund Timing
Once we receive and approve your return, refunds are processed within 5–10 working days to your original payment method.

Cancellations Before Dispatch
Orders can be cancelled or modified free of charge any time before dispatch — email us immediately at team@familyportrait.world.

Questions? Reach us anytime at team@familyportrait.world.