Returns, refunds and order support

Choosing an original artwork is personal, and we understand that plans can change. For original artwork, you can usually request a return within 7 days of delivery. If the return is not related to a quality issue, you would normally arrange and pay for return shipping. After PFH receives and verifies the returned Original artwork, we issue the applicable refund within 3 working days. Any longer period or other rights available under local law remain unaffected.

We understand that plans can change, even after a commission is underway. If you cancel a Custom commission, the refund is based on the stage reached when PFH receives your request:

If something about the artwork worries you—for example, a defect, a clear difference from the confirmed description or damage in transit—please tell us. We’ll take the time to understand the situation with you and explain what comes next. Any consumer rights under the law that applies to your order remain in place.

If your artwork arrives damaged, we are sorry. Please contact support as soon as possible and provide evidence no later than 48 hours after delivery. Include your order number and clear photos of the package and artwork so the team can understand what happened and explain the appropriate next step.

Damage present on arrival is different from damage caused later by improper handling, storage, cleaning, hanging, environmental conditions or other human action. A material or workmanship defect, or an item that is not as described, is reviewed separately and is not treated simply as late-reported transport damage. Any rights that cannot be excluded by law remain available.

For an Original return that is not related to a quality issue, you would normally arrange and pay for return shipping. PFH issues the applicable refund within 3 working days after receiving and verifying the returned Original artwork.

For a Custom cancellation, the applicable percentage depends on the stage reached when PFH receives your request, as shown above. If the Custom artwork has shipped, it must be returned to PFH; we issue the applicable 20% refund within 3 working days after receiving and verifying it.

Refunds are sent to the original payment method. If that method can no longer receive the refund, PFH will confirm another refund method with you in writing. Your bank or payment provider may need additional time to show the funds after PFH issues them.

Where a return involves a defect, an item that is not as described, transport damage or another statutory right, the available remedy, timing and costs are handled under the law that applies to the order. PFH’s general 7-day Original policy and Custom staged refunds do not replace longer withdrawal periods, refund deadlines, guarantees or other mandatory consumer rights that may apply in your country or region.