Refund Policy

Last updated: 14.11.25

Thank you for purchasing artwork or services from Susannah Harvey.com. Please read this Refund Policy carefully before making a purchase. By placing an order, you acknowledge that you have read and agree to the terms of this policy.

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1. General Policy
Due to the custom nature of commissioned artwork including pet portraits and wildlife illustrations, all sales are considered final once work has commenced. We do not offer refunds on completed commissions or digital artworks once delivered.

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2. Deposits
A non-refundable deposit may be required to secure a commission. This deposit covers initial research, planning, and time spent preparing for your artwork. Deposits are not refunded under any circumstances.

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3. Cancellations
If you need to cancel an order before work has begun, please contact us immediately. If work has not started, you may be eligible for a refund minus the deposit and any applicable administrative fees. Once work on your commission has started, cancellations are not accepted.

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4. Revisions
We strive to ensure your satisfaction with your commissioned artwork. Minor adjustments or revisions may be available depending on the stage of work, but extensive changes or requests outside the original brief may incur additional fees.

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5. Damaged or Lost Shipments
Physical artwork or prints are shipped with care. If your item arrives damaged or is lost during shipping, please contact us within 7 days of delivery with photos and details. We may offer a replacement or compensation, depending on the situation.

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6. Digital Products
For digital artwork files or downloadable products, refunds are not available once the file has been delivered or downloaded.

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7. Custom Orders and Clearance Items
Custom or personalized artwork and items purchased on sale are non-refundable and non-returnable.

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8. Contact Information
If you have any questions about this Refund Policy or need to discuss an order, please contact us at: info@susannahharvey.com