Returns & Refunds Policy
I want ordering from S2 Art to feel clear and easy. This page explains where refunds are possible, how custom portrait commissions work, and what to do if something turns up damaged or not quite right.
Commissions are made just for you
Because each portrait is personalised, custom artwork is usually non-returnable once I’ve started work, unless something has gone wrong on my side or arrives damaged.
Prints and standard pieces
If you’ve bought a non-custom item, returns may be possible within the return window, as long as it comes back in its original condition.
Please message me first
I’m not a giant warehouse. If something’s wrong, send me a message and I’ll do my best to sort it properly and fairly.
Quick note
Every piece is hand-made or packed by a real person, so this policy is here to keep things clear and avoid awkward surprises later on.
What helps speed things up
- Your order number if you have it
- A clear description of the issue
- Photos of damage, packaging, or print faults
- Getting in touch as soon as possible
Best way to contact me
Use the contact page and include as much detail as you can. That makes it much easier for me to sort things quickly.
1. Custom portrait commissions
Most S2 Art commissions are bespoke pieces created from your chosen reference photos and instructions. They are made specifically for you and usually cannot be resold.
Because of that, commissioned artwork is generally non-returnable and non-refundable once work has started. This includes pencil, graphite, coloured pencil, oil portraits, and other personalised pieces made to order.
2. Before work starts
If you need to cancel before I begin your commission, please get in touch as soon as possible. In some cases I may be able to refund what has been paid, minus any costs already spent on materials or prep for your order.
If planning, sketching, admin, composition work, or materials ordering has already begun, a full refund may not be possible.
3. Approval stage and minor changes
Where an approval stage is included, I may send a preview before final completion. This is the best point to mention small tweaks, such as minor tonal adjustments or little finishing details where suitable.
- Minor revisions can often be made at this stage
- Large changes outside the agreed brief may carry an extra charge
- Changes requested after final approval may not be possible
4. Ready-made artwork, prints, and non-custom items
If you buy a print, original piece, or another non-personalised item, you may request a return within 14 days of delivery, provided the item is unused, undamaged, and returned in its original condition.
- Please contact me before sending anything back
- Return postage is usually the buyer’s responsibility unless the item is faulty or sent in error
- I may refuse a refund if the item comes back damaged or not in a resellable condition
5. Damaged, faulty, or incorrect items
If your order arrives damaged, faulty, or incorrect, please get in touch within 48 hours of delivery.
- Include clear photos of the artwork and the packaging
- Please keep all packaging until the issue has been reviewed
- I may offer a replacement, repair, partial refund, or full refund depending on the situation
I pack work carefully, but if something goes wrong in transit I will help sort it.
6. Colour, medium, and expectations
Hand-made artwork naturally carries the character of the medium. Pencil, graphite, oil paint, paper texture, and brushwork all have their own look. Colours can also appear slightly different depending on your screen or photography.
Small variations caused by the hand-made process are not considered faults. I do my best to show work honestly while keeping it true to the real piece.
7. Refund process
Where a refund has been approved, it will be sent back using the original payment method where possible.
- For returns, refunds are usually processed after the item has been received back safely
- For damaged or faulty items, a return may not always be required before a solution is offered
- Bank processing times can vary a bit depending on your provider
8. Situations not usually covered
Returns or refunds are not usually offered in these situations:
- You change your mind after a custom commission has started
- The issue relates to preferences not included in the agreed brief
- The item has been damaged after delivery through mishandling, smoke, moisture, or direct sunlight
- The artwork has been altered, reframed badly, or otherwise interfered with after arrival
9. Questions before ordering
If you are unsure about anything before placing an order, just ask. I would always rather answer questions upfront than have anyone feeling uncertain afterwards.
If there is ever an issue, the best first step is simply to contact me so I can look at it properly and sort it in a fair way.
Want to check something before you order?
That’s completely fine. If you want to ask about timings, deposits, revisions, prints, shipping, or anything else, just send me a message and I’ll talk you through it like a normal human.