Refund policy

At Get Morfed, every product is created uniquely for you using Artificial Intelligence and printed on demand. Because your artwork is personalised using your uploaded photo, most items are custom-made and therefore exempt from standard cancellation rights under UK law.

This Refund & Return Policy explains when you may be eligible for a refund, replacement, or return.

1. CUSTOMISED PRODUCTS — ALL SALES FINAL

Because Get Morfed artwork is generated using your uploaded image and produced specifically for your order, we cannot accept returns, cancellations, or refunds once payment has been made.

This applies to:

  • AI-generated portraits

  • Digital downloads

  • Physical prints

  • Framed posters

  • Any custom or personalised artwork

  • Any product created from your uploaded photo(s)

Under the Consumer Contracts Regulations 2013, personalised and custom-made items are exempt from the 14-day cooling-off period.
Therefore, these orders cannot be cancelled or refunded unless defective or damaged (see Section 3).

2. DIGITAL PRODUCTS — NON-REFUNDABLE

Digital artwork files delivered via email are non-refundable once sent.

Reasons:

  • Digital files cannot be “returned.”

  • Your artwork is generated uniquely for you and delivered within 24 hours (Mon–Fri).

  • AI output varies by nature and small variations in tone, style or likeness do not qualify for refunds.

However, if there is a technical issue caused by us, we will fix the file or resend it.

3. DAMAGED OR DEFECTIVE ITEMS

If your physical product arrives damaged or defective, we will replace it free of charge.

To qualify, you must contact us within 48 hours of delivery and provide:

  • A clear photo of the damage to the product

  • A photo of the packaging

  • Your order number

  • A brief description of the issue

Once verified, we will:

  • Issue a replacement at no cost
    or

  • Provide a refund if a replacement is not possible

We do not require you to return damaged items, unless specifically requested.

4. INCORRECT OR WRONG ITEM RECEIVED

If you receive:

  • the wrong artwork

  • the wrong size

  • the wrong frame colour

  • a different product from what you ordered

…we will replace it immediately at no cost.

Proof (such as photos) may be required.

5. LOST OR MISSING ORDERS

If your order has not arrived within the expected timeframe:

  • Shipping time is normally 3–7 working days after production.

  • Production typically takes 1–3 working days.

If your order is delayed due to courier issues, we cannot issue refunds, but we will assist in locating the shipment and resolving delays.

If the package is confirmed lost by the courier, we will:

  • Send a replacement at no cost.

6. WRONG ADDRESS OR DELIVERY FAILURE

We cannot refund or replace orders where:

  • The customer enters an incorrect or incomplete shipping address.

  • The parcel is returned due to not being collected.

  • The customer provides an incorrect email address for digital delivery.

If an order is returned to sender, we can resend it once you pay the additional postage cost.

7. VARIATIONS IN APPEARANCE (AI & PRINTING)

Because our artwork is generated using Artificial Intelligence and printed on demand:

7.1 AI Variations

AI artwork will always contain slight variations from:

  • previews

  • examples shown on the website

  • previous outputs using similar photos

These differences are normal and do not qualify as defects.

7.2 Print & Colour Variation

Minor differences may occur due to:

  • monitor colour calibration

  • lighting conditions

  • print machinery tolerances

These are industry-standard variations and are not grounds for refunds or returns.

8. ORDER CANCELLATION POLICY

Once an order is placed:

  • Digital and AI-generated artwork begins processing immediately

  • Print-on-demand orders begin production quickly

Therefore:

Cancellations are NOT possible once payment is made

This is because the artwork is personalised and cannot be resold or reused.

9. UPLOADED IMAGES – CUSTOMER RESPONSIBILITY

You are responsible for ensuring that:

  • photos uploaded are of good quality

  • images follow our content guidelines

  • you have permission/rights to use the photos

We cannot provide refunds if:

  • the uploaded image is low resolution

  • the artwork reflects flaws in the photo

  • the customer dislikes the artistic style

  • the customer changes their mind after creation

10. CUSTOM DESIGN REQUESTS

Custom design requests (anything beyond the standard templates):

  • are non-refundable

  • must be paid upfront

  • may require additional turnaround time

  • cannot be cancelled once work has begun

We will always communicate clearly before starting custom work.

11. RETURNING NON-CUSTOM PRODUCTS (If Applicable)

At present, nearly all Get Morfed products are customised.
If we ever sell non-personalised items, they may be eligible for standard 14-day returns.

This will be clearly stated on the product page.

12. HOW TO REQUEST A REPLACEMENT OR REPORT A PROBLEM

To report an issue or request a replacement:

Contact us via our website with:

  • your order number

  • your email address used at checkout

  • photos of any damage or error

  • a description of the issue

We aim to respond within 24–48 hours Monday–Friday.

13. REFUND METHODS

If a refund is approved (damaged or unsalvageable items only):

  • Refunds will be issued to the original payment method.

  • Processing time varies by payment provider (typically 3–7 business days).

14. FRAUD & MISUSE

We monitor fraudulent claims. Abuse of the refund system (e.g., false claims, multiple “damaged” reports) may lead to refusal of service.

15. CHANGES TO THIS POLICY

We may update this Refund & Return Policy when necessary.
The most recent version will always be available on our website.