Refund & Cancellation Policy

1. How payment works

50% to begin. 50% only after you have seen your finished portrait and approved it.

The advance lets the artist start. When the drawing is finished we send you a clear photograph of it on WhatsApp. You look at it, you tell us whether it is right, and only then do you pay the balance and we ship.

We never ask for full payment upfront. If anyone claiming to be from PortraitKart asks you to pay 100% before you have seen a preview, it is not us.

2. Cancelling before the artist starts

You may cancel within 24 hours of paying the advance, or at any time before the order is assigned to an artist — whichever is later — and receive a full refund of the advance. No questions, no deduction, no restocking fee.

Just message the same WhatsApp number you ordered from and say you would like to cancel.

3. Cancelling after the artist has started

Once drawing has begun, the advance is not refundable. It pays for hours of hand work on a piece that cannot be sold to anyone else, because it is a drawing of your family.

You are, of course, free to cancel at any time — you simply do not pay the balance, and we do not ship. Nothing further is owed by you.

We will always tell you when your order has been assigned and drawing has started, so this is never a surprise.

4. Changes at preview

Every order includes two rounds of minor corrections at the preview stage, free of charge. Minor corrections mean things like:

• proportion and likeness adjustments
• tone — making an area lighter or darker
• small details: a collar, a hairline, spectacles, jewellery
• removing or softening a distraction in the background

Structural changes are a new order, not a correction: a different photograph, a different composition or crop, a different size, or adding a person who was not in the original brief. We will quote for these before doing any work.

5. If you are not happy with the preview

Tell us plainly what is wrong. If two rounds of corrections have not made it right, you get one free redraw — a fresh drawing of the same photograph, by hand, at no additional cost.

You do not pay the balance for a portrait you have not approved. That is the whole point of showing you a preview first. The advance covers the artist's completed work and is not refunded at this stage, but nothing else is asked of you and nothing ships that you have not said yes to.

If after the redraw you still do not want the portrait, the order ends there. You pay nothing further.

6. After delivery

Each portrait is drawn by hand for one customer, from one photograph, and cannot be resold or restocked. For that reason we do not accept returns or offer refunds on delivered portraits, other than for transit damage as set out in section 7.

This does not affect any rights you have under the Consumer Protection Act, 2019 in respect of goods that are defective or not as described.

7. Damaged in transit

Report damage within 48 hours of delivery, with photographs of the outer parcel and of the portrait, on WhatsApp. Keep the packaging until the claim is settled.

Where transit damage is verified, we redraw the portrait by hand and reship it free of charge. You pay nothing and you do not return the damaged one.

8. If we cancel

Sometimes a photograph is too blurred, too low in resolution or too dark for us to do justice to it, and sometimes an artist cannot complete work already begun. If we cancel your order for any reason at all, we refund 100% of everything you have paid, including the advance, within 7 working days.

We would rather return your money than send you a portrait we are not proud of.

9. Refund method and timing

Refunds go back to the same UPI ID or bank account the payment came from. We cannot refund to a different account.

Approved refunds are processed within 5–7 working days. Bank and UPI settlement can add a further day or two at their end, which is outside our control. We send you the transaction reference as soon as it is sent.

10. How to raise a refund request

1. Message +91 97760 15090 on WhatsApp with your order reference number and what you would like to happen, or email hello@portraitkart.com.
2. We acknowledge every request within 48 hours.
3. We resolve every request within 30 days, as required by the Consumer Protection (E-Commerce) Rules, 2020.

If you are not satisfied with how a request was handled, escalate it to our Grievance Officer, whose details are in section 10 of our Privacy Policy.