Refund policy

At Portrait On Gold, we prioritize simplicity, transparency, and security to ensure a seamless shopping experience. As all our products are custom-made and personalized, we maintain strict quality standards throughout the process.

Important Note on Customization

All products are specially customized based on customer requirements.

  • A design preview/mockup will be shared before production.
  • Production will begin only after customer approval.
  • Once approved, the order cannot be cancelled, returned, or refunded.

No Return / No Refund Policy

Due to the personalized nature of our products:

  • No returns or refunds are accepted once the design is approved.
  • Orders cannot be cancelled after approval.

Replacement Policy (Strict Conditions)

A replacement (not refund) will be considered only in the following case:

  • The gold foil is distorted or damaged.
  • The color of the foil is discolored or defective.

❌ No replacement will be provided for:

  • Frame damages (including scratches, dents, or transit-related issues).
  • Slight color tone variations (as images are enhanced to reflect 24K gold finish).
  • Any issue that was already visible in the approved design.

⚠️ Important: Do not accept tampered or visibly damaged packages at the time of delivery.

Replacement Process

  1. Initiate a Request:
    Contact us within 24 hours of delivery:
    📞 +91 9500814066 (Mon–Sat, 10 AM – 7 PM)
    📧 info@portraitongold.com
    Or via the ‘My Account’ section on our website.
  2. Provide Proof:
    Share clear photos/videos showing the issue along with your order details.
  3. Review & Approval:
    Our team will respond within 2–3 business days.
  4. Reverse Pickup:
    If approved, pickup will be arranged within 2–3 days.
  5. Replacement Dispatch:
    After receiving and inspecting the product, a replacement will be processed.

Additional Terms

  • All requests are subject to quality inspection and approval.
  • Products purchased online cannot be returned or exchanged at physical stores.

Disclaimer

Portrait On Gold reserves the right to modify this policy at any time without prior notice. In case of any dispute, our Terms & Conditions will prevail.

For assistance:
📞 +91 9500814066 (Mon–Sat, 10 AM – 7 PM)
📧 info@portraitongold.com