Refund Policy

Last updated: 28 September 2026

Every portrait is made to your order, from your photographs, in the style you picked. That changes some of the rights you would have buying something off a shelf, so here is exactly where you stand — including the parts that are in your favour.

Generating, and credits

Generating is free. If you have enough credits when a portrait finishes, the download is paid for from your balance automatically and the full-size portrait is yours straight away. If you don’t, you still see the portrait and can add credits to unlock it. A generation that fails is never charged for.

Once you download a portrait, the credits spent on it cannot be refunded. Under the Consumer Contracts Regulations 2013 you agree, by downloading it, to receive it immediately, and you acknowledge that this ends the 14-day cancellation right for it.

If a download fails, arrives corrupted, or is not the portrait you generated, tell us and we will fix it or refund the credits.

Printed portraits

Because a print is personalised — made from your photographs, to your order — it is exempt from the 14-day right to cancel under regulation 28 of the Consumer Contracts Regulations 2013. We cannot offer a change-of-mind refund on one, because it cannot be resold to anyone else.

You can cancel free of charge at any time before it goes to production.

None of that affects your rights if something is wrong with it. Under the Consumer Rights Act 2015 a print must be of satisfactory quality, fit for purpose and as described. If yours arrives damaged, misprinted, the wrong size or substrate, or materially different from what you approved, you are entitled to a replacement or a full refund — including delivery. Tell us within 30 days of delivery and we will not ask you to return it before putting it right.

A colour that differs slightly from your screen is not a fault: screens are backlit and paper is not, and every print is checked against the printer’s own specifications before it is sent.

If your order never arrives

If a print has not reached you within 30 days of the date we told you, you can cancel it for a full refund.

How to ask

Email Pixeraa at the address below with your order number and, for a damaged print, a photograph of it. We will reply within 5 working days, and any refund goes back to your original payment method within 14 days of us agreeing it.

If we cannot agree

Tell us first and we will try to put it right. Your statutory rights, and your right to take a dispute further, are unaffected — see the Terms of Service for the governing law.

How to contact us

Email support@pixeraa.com, call 07838 637293, or write to CHICRESTEMPIRE LTD at 170 Clowes Street, Salford, Manchester.