top of page

Refund Policy

At Hand-Drawn Memories, every custom pencil portrait George draws is an original, personalized piece of art created specifically for you from your photograph. Because of the custom nature of our artwork, we operate under a clear refund and cancellation policy that balances fair customer protection with artist scheduling and material commitments.

 
1. Non-Refundable Deposit & Order Cancellations

​​

  • Initial 50% Deposit: To secure a position on George’s active commission calendar, a non-refundable 50% deposit is required upon quote acceptance. This deposit covers archival materials, administrative setup, and reserves dedicated time on the queue.

  • Reserving Queue Positions: Because placing a project on the queue may require us to turn away or delay future commission requests, deposits are generally non-refundable.

  • Early Cancellation Requests: If you need to cancel an order, please notify us immediately at support@handdrawnmemories.com. If a cancellation request is submitted early enough before active drawing has commenced, Hand-Drawn Memories may, at its sole discretion, evaluate the request and consider issuing a partial or full deposit refund.

 
2. Completed Commissions & Pre-Shipment Proofs

​​

  • Proof Photo Review: Prior to final billing and shipment, we will email you a high-resolution proof photo of George's completed drawing. This gives you the opportunity to review the finished piece and request minor refinements before dispatch.

  • Final Payment: Once you approve the proof photo and complete the final payment (including shipping and applicable taxes), the sale is finalized and the final payment is non-refundable, except in cases of verified transit damage as outlined below.

 
3. Shipping Damage & Refunds (48-Hour Reporting Rule)

 

Every drawing is packaged inside a moisture-proof archival sleeve, sandwiched between heavy-duty rigid backing boards, and fully insured during transit.

If your package arrives damaged in transit, you must follow these required steps to qualify for a refund of your final payment:

 
Required Steps for Damaged Deliveries:

​​

  1. Severe Outer Packaging Damage: If the mailer arrives visibly crushed, bent in half, or water-soaked while the mail carrier is present, refuse delivery and state: "Refusing delivery due to transit damage." The unopened package will be returned to us at no cost to you, preserving the official chain of custody needed for an immediate insurance claim.

  2. Photograph BEFORE Opening: If you accept a package that shows exterior wear or impact marks, take 2–3 clear, high-resolution photos of the unopened outer mailer (showing the shipping label and impact area) before opening it.

  3. Notify Us Within 48 Hours: Email support@handdrawnmemories.com within 48 hours of carrier delivery with:

    • Your Commission Number.

    • Photos of the unopened outer mailer and shipping label.

    • Clear photos showing the physical damage to the artwork itself.

  4. Retain All Packaging: Do not throw away the outer mailer, rigid backing boards, or damaged artwork. Postal carriers may require physical inspection of the packaging to verify the transit claim.

  5. Do NOT Return to Sender: Do not mail the damaged artwork back to us independently, as returning damaged goods without carrier authorization voids transit insurance.

 
Refund Action Upon Claim Verification:

 

Once we verify the photographic documentation of the damaged mailer and drawing submitted within the 48-hour window, Hand-Drawn Memories will issue a full refund of your final payment. Optional replacement redraws are available upon request at a discounted rate.

 
4. Ineligible Claims & Missing Documentation

​​

  • Late Claims or Discarded Packaging: Claims reported after the 48-hour delivery window, or claims submitted without the required photos of the outer packaging and damaged artwork, are ineligible for a full refund. In these instances, clients may be offered a discounted rate on an optional replacement redraw order.

  • Careless Unboxing Damage: Damage resulting from careless handling during unboxing (such as slicing into the drawing with a box cutter or sharp blade) is not covered under our carrier damage policy. Please take care when opening your package and do not use sharp blades.

 
5. Contact Information

 

For return or refund questions, or to report transit damage, please reach out to us at:

​

bottom of page