Returns And Refunds

Welcome to Draw My Family. We strive to ensure every family receives artwork that brings joy, pride, and lasting meaning. Due to the custom nature of our products, our refund and return policy is structured with fairness and protection for both customer and artist in mind.

 

 

 

1. Cancellations

 

 

  • Full refund available within 3 hours of placing your order — no questions asked. Email us at orders@drawmyfamily.store.

  • After this window, you may still cancel prior to artwork approval by the customer or product shipment, but your refund will be processed minus the artist fee (typically ~50% of the order value).

  • Once a product has been shipped or a digital version handed over with customer approval, the order is final and non-refundable.

 


Customers are fully responsible for providing an accurate and active email address at the time of ordering. If you need to update your email to ensure timely communication, please email us at help@drawmyfamily.store immediately.

 

 

 

2. Revisions

 


We offer unlimited free revisions during the draft phase. This includes changes to facial features, expressions, and the background selected if picked from our free selection, or sent to us by the customer.


However, please note:

 

  • We cannot make major changes to core elements of the photo, such as completely altering body position, recolouring outfits, or changing hairstyles/clothing that differ from what was provided in your photo.

  • We reserve the right to:

     

    • Identify suspected abuse of the revision system, and either cap revisions or charge a nominal fee equating to 50–100% of the cost of commissioning our artist.

    • Deny excessive or unreasonable revisions to protect artist workload and maintain service quality across all customers.

     

 

 

 

 

3. Custom Requests & Special Add-Ons

 

 

  • Customers may submit customisation requests at any point from the time the order is received up until the artwork has been approved or physically shipped.

  • These may include: unique backgrounds, props, style deviations, or character additions not covered by our standard form.

  • We are not obligated to fulfil these requests. If we do choose to, we will provide a quote — this can be up to 50% of the cost of commissioning our artists.

  • If the customer does not wish to proceed after receiving the quote, they may follow the refund terms stated in Section 1 (full refund within 3 hours or partial refund minus artist fee).

  • If the quote is accepted and payment is made, the add-on is non-refundable after 3 hours of payment.

 

 

 

 

4. Ghosted Orders

 

 

  • If a customer fails to respond to emails, drafts, or follow-ups for 21 days, the order will be marked as closed and final.

  • No refunds will be issued after this period.

 

 

 

 

5. Damaged, Lost, or Delayed Orders

 

 

  • If your product arrives damaged, please send us clear photos within 36 hours of delivery — we’ll remake or refund accordingly.

  • If your order is lost in transit, we will resolve the issue with the courier. Once confirmed, we will:

     

    • Offer a full remake and compensation voucher, OR

    • Provide a refund minus artist fees, and a voucher.

     

  • If your parcel is delayed more than 21 business days, we’ll treat it as lost and offer the same remedy above.

 

 

 

 

6. The Family Promise (Our Money-Back Guarantee)

 


If your family does not visibly react with joy during an unboxing (no smile, no warmth — nothing), and:

 

  • You submit a video of the experience,

  • And your household signs a marketing release form granting us permission to use the video in perpetuity,

 


…we will:

 

  • Refund your full order,

  • Provide a 50% voucher for next time,

  • And let you keep the artwork.

 


This is our confident commitment that your Draw My Family piece will move your loved ones.

 

 

 

7. Tax & Currency Clarification

 


We aim to absorb all import fees and taxes so you don’t have to. If any charges appear at checkout, they will be clearly displayed.


In 99% of cases, our customers pay exactly what is shown on the checkout screen — no hidden fees. However, we do not guarantee to cover any unexpected charges a customer may incur. If you are charged additional fees, please provide us with proof. We will investigate and, at our sole discretion, may:

 

  • Take no action,

  • Offer a voucher,

  • Or issue a partial refund.

 

 

 

For support or refund inquiries, email: help@drawmyfamily.store

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