Refund & Return Policy
Refund & Return Policy
Last updated: October 2025
At Boreal Studio, we want you to be completely satisfied with your purchase. This policy outlines our refund and return procedures for both digital and physical products.
🎨 Digital Products (Custom Portraits)
Our Commitment to You:
We offer unlimited revisions during the creation process to ensure you're 100% happy with your custom portrait before final delivery.
Refund Policy for Digital Products:
- Before Final Delivery: You can request unlimited revisions at no extra cost. We'll work with you until you're completely satisfied.
- After Final Delivery: Digital products are non-refundable once the final file has been delivered to your email, as they are custom-made specifically for you.
Exceptions - Full Refund Available If:
- The digital file is corrupted or cannot be opened
- There's a significant technical issue with the file quality
- The final illustration doesn't match the approved preview (our error)
- We're unable to complete your order within the promised timeframe
How to Request Revisions:
Contact us at borealstudio.art@gmail.com within 7 days of receiving your preview with specific feedback. We'll make the changes and send you an updated version.
👕 Physical Products (Mugs, Hoodies, etc.)
30-Day Return Policy:
You may return physical products within 30 days of delivery for a refund or exchange.
Eligible for Return/Refund:
- Product arrived damaged or defective
- Wrong item was shipped
- Print quality issues (fading, misprinting, etc.)
- Size or color doesn't match what was ordered
Return Process:
- Contact us at borealstudio.art@gmail.com within 30 days of delivery
- Provide your order number and photos of the issue
- We'll provide return instructions and a prepaid shipping label (for defective items)
- Ship the item back in its original condition with tags attached
- Refund will be processed within 5-7 business days after we receive the return
Return Shipping Costs:
- Defective/Wrong Item: We cover all return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Custom Orders: Personalized items cannot be returned unless defective
💯 Our 100% Satisfaction Guarantee
We stand behind the quality of our work. If there's an issue with your order that's our fault, we'll make it right by:
- Offering unlimited revisions for digital products
- Replacing defective physical products at no cost
- Providing a full refund if we can't resolve the issue
⏰ Refund Processing Times
Digital Products: Refunds processed within 3-5 business days
Physical Products: Refunds processed within 5-7 business days after receiving the return
Refunds will be issued to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or credit card company.
❌ Non-Refundable Items
- Digital products after final delivery (unless defective)
- Physical products without proof of defect or error
- Items returned after 30 days
- Products damaged due to misuse or improper care
🌍 International Orders
For international orders, customers are responsible for any customs fees, duties, or taxes imposed by their country. These fees are non-refundable.
📧 How to Contact Us
If you have any questions about our refund policy or need to initiate a return, please contact us:
Email: borealstudio.art@gmail.com
Response Time: Within 24 hours
We're here to help and want to ensure you have a great experience with Boreal Studio!
🇪🇺 European Union Customers
If you're located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery for physical products, in accordance with EU Consumer Rights Directive (2011/83/EU).
Note: This right does not apply to digital content once delivery has begun with your consent, or to personalized/custom-made items.
This policy is subject to change. Please check this page for the most current version.