Terms And Conditions
Welcome to Draw My Family (“we,” “our,” or “us”), a brand owned by the Draw My World Group, part of Kailan Industries - FZCO’s E-Commerce portfolio. By using our website, placing an order, or interacting with our services in any capacity, you agree to the following Terms & Conditions. Please read them carefully before placing an order.
1. Jurisdiction & Governing Law
These Terms & Conditions are governed by the laws of the United Arab Emirates (UAE), specifically under the jurisdiction of Dubai. We reserve the right, at our sole discretion, to subject any disputes to the laws of the customer’s country of residence if deemed appropriate by us.
2. Product Description & Creative Process
All artwork sold on Draw My Family is custom-made and inspired by the family photos and form details you submit. We reserve the right to generate the artwork in any way we deem fit, including, but not limited to, the use of traditional, digital, or automated tools. Artwork is typically produced by highly skilled artists based worldwide. While we aim to region-match artists (e.g., USA customers with USA artists), this is not guaranteed.
We promise to maintain the integrity of the illustrated style as advertised. Slight variations may occur due to the individual nature of artistic interpretation. However, all final artworks will fall within a 15% style deviation range from the examples shown on our website. In reality, most orders fall within a 0–2% deviation.
3. Artwork Previews & Revisions
Prior to printing or digital delivery, we send you an art draft for approval. You may request unlimited free revisions. However, we reserve the right to cap or charge for revisions in the event of suspected abuse of this system (e.g., excessive or unreasonable change requests). If abuse is suspected, we may request shipment or delivery based on the most reasonable revision.
We act in good faith and expect customers to do the same.
4. Order Flow & Customer Responsibility
To proceed with an order, customers must upload their photo(s) and complete the order form on our homepage before being redirected to the checkout.
If a customer uploads an insufficient or unusable image, or if the image data is lost for any reason, we will reach out for a re-upload. If the customer does not respond after multiple follow-ups within a 21-day window, the order is marked as closed and non-refundable.
5. Delivery & Shipping
Art Drafts: Delivered digitally within 24 working hours based on our global artists’ availability.
Physical Products: Shipped within 1–7 business days. Most orders to the USA and EU arrive in 2–3 working days.
We ship to countries listed in our checkout dropdown. Orders are fulfilled locally whenever possible to avoid taxes or import fees.
If a parcel is delayed beyond 21 business days or lost:
We will contact the courier (e.g., FedEx, DHL, etc.) to resolve the issue.
If confirmed lost, we offer a full remake and a voucher OR a refund minus artist fees (typically ~50%).
If merely delayed, we may wait up to 21 days before offering the same resolution.
We promise proactive communication in these situations.
6. Cancellations & Ghost Orders
Cancellations are accepted within 3 hours of ordering via email for a full refund.
After 3 hours but before artwork is handed over or shipped, a refund may be granted minus artist fees (up to ~50% of the order value).
If a customer places an order and then fails to respond to draft approvals or follow-ups, the order remains open for 21 days. After that, it is closed without refund.
7. Licensing & Usage Rights
All artworks created remain the intellectual property of Draw My Family.
Customers are granted personal-use rights only (e.g., printing, displaying at home, sharing on social media).
Commercial use (e.g., using the artwork on products, advertising, resale, appearing in Netflix shows, YouTube sets, influencer content, etc.) is strictly prohibited unless a separate commercial license is purchased.
Commercial usage licenses can be requested via email and are priced based on use-case. Discounts are available for returning customers.
Any attempt to copy or replicate the artwork, visual identity, or business model of Draw My Family will be treated as a violation of our intellectual property rights. We maintain an active legal team and pursue infringements with the same intensity and urgency as major global brands. Legal action will be initiated without delay, and we take pride in protecting our brand and creative assets.
8. Payments, Fees & Pricing
Prices may be displayed in USD or local currencies, depending on your location. While VAT or sales taxes may appear at checkout in some regions, you will only be responsible for paying any taxes that are explicitly shown at checkout.
In 99% of cases, our customers do not face additional charges post-checkout, as we absorb tax and import-related costs within our pricing model wherever possible.
We reserve the right to charge extra for custom backgrounds, special requests, or anything communicated outside the standard form. These additions are non-refundable unless cancelled within the 3-hour cancellation window outlined in Section 6.
9. The Family Promise
Our guiding principle is fairness, trust, and transparency. We are committed to treating our customers how we’d want to be treated — with honesty, flexibility, and a human approach. We ask for that same respect in return.
As part of our commitment, we offer The Family Promise:
If you film a genuine unboxing moment with your family and submit the video to us (including clear footage of your family receiving and reacting to the product), and
The footage shows no perceivable positive reaction (e.g., smiles, joy, appreciation), and
You and your family sign a release form allowing us to use the video for marketing purposes in perpetuity,
…then we will:
Provide a full refund of your original order
Grant a 50% discount voucher for your next order
Allow you to keep the artwork, no return necessary