Refund policy

Our promise: love it, or your money back

Every House of Sully portrait is made to order from your photo, and you approve it before we print it. That's why our policy works a little differently from a normal shop.

Before printing: free revisions and full refunds

We'll email you a digital preview of your portrait within 4 working days of your order.

You can ask for as many changes as you like (expression, markings, colours, background or name), and revisions are always free.

If you're still not happy after revisions, tell us before you approve the preview and we'll refund you in full. No questions, no hard feelings.

Returns after printing

Because each portrait is personalised, we can't accept returns for a change of mind once you've approved your preview and it has been printed. This doesn't affect your statutory rights.

Damages and issues

Please check your order when it arrives. If it's damaged, faulty or different from the preview you approved, email us at hello@houseofsully.com within 14 days of delivery with your order number and a photo.

We'll reprint and resend it free of charge, or refund you, whichever you prefer. You don't need to send the damaged item back unless we ask.

Exceptions / non-returnable items

• Printed portraits you've approved, unless damaged or faulty (see above)
• E-gift cards, except where the law requires a refund

Exchanges

Want a different colour, size or frame? Just ask before you approve your preview and we'll change it, at no cost for colours and backgrounds. Size or frame changes are charged or refunded at the price difference.

Cancellation rights (UK & EU)

Personalised items made to your specification are exempt from the standard 14-day cancellation period. You can still cancel for a full refund any time before you approve your preview.

Refunds

Approved refunds go back to your original payment method within 10 working days. Your bank may take a few extra days to show it.

If it's been more than 15 working days since we approved your refund, please get in touch.

Contact us

Email hello@houseofsully.com or message Charlie on WhatsApp at +44 7506 906466.

House of Sully is a trading name of IOW or Nowhere, The Manse, Victoria Road, Freshwater, Isle of Wight, PO40 9PP, United Kingdom.