Delivery & Returns
At MoodRoyal, every personalised portrait is created especially for you using the photo, design and product options you select. Because our products are personalised and made to order, different return and cancellation conditions apply compared with standard, non-personalised products.
Nothing in this policy affects your statutory rights in relation to goods that are faulty, damaged, defective or not as described.
Personalised & Made-to-Order Products
All MoodRoyal portraits are individually created based on the photographs, portrait styles, sizes and other options selected by the customer.
Because these products are personalised and made specifically for you, they are generally not eligible for cancellation, return, exchange or refund simply because you change your mind after the order has been approved and/or production has started.
This also includes situations where the customer:
* Orders the wrong canvas size;
* Selects the wrong portrait style or design;
* Changes their mind after approving the artwork;
* No longer wants the product after production has begun; or
* Provides an unsuitable or low-quality original photograph.
Personalised goods may be exempt from certain standard cancellation or cooling-off rights applicable to non-personalised online purchases. Your statutory rights concerning faulty, damaged or incorrectly supplied goods remain unaffected.
Portrait Preview & Customer Approval
Where a portrait preview or proof is provided before production, it is the customer's responsibility to carefully review the artwork before approving it.
Please check the portrait design, facial appearance, composition and other visible details before giving your approval.
Once you approve your portrait and the order enters production, further changes may not be possible.
The final printed canvas will be produced using the approved artwork. If the canvas matches the approved portrait proof, differences of personal preference after approval are not normally considered a production defect.
Digital Portraits
Due to the personalised and digital nature of our artwork, digital portrait orders are generally non-refundable once the final digital artwork has been supplied.
Where you are given an opportunity to preview and approve your portrait before receiving the final digital file, your approval confirms that you are satisfied with the artwork.
If you experience a technical problem receiving or accessing your digital portrait, please contact us at [info@moodroyal.com](mailto:info@moodroyal.com) and we will assist you.
Canvas Prints
Every MoodRoyal canvas is individually produced using your personalised artwork.
If your canvas arrives damaged, contains a manufacturing defect, or the printed artwork is materially different from the artwork you approved, please contact us as soon as possible.
Depending on the circumstances, we may offer a replacement, correction or refund.
Damaged Products
If your canvas arrives damaged during delivery, please contact us within 30 days of delivery.
Please provide:
* Your order number;
* A brief description of the damage;
* Clear photographs showing the damaged area;
* A photograph of the complete canvas; and
* Photographs of the packaging where relevant.
These photographs allow us to verify the problem and raise a claim with our production or delivery partner where necessary.
You normally will not be required to return a damaged canvas unless we specifically request this.
Once the issue has been verified, we may arrange a free replacement or provide another appropriate resolution, including a refund where applicable.
Production Errors
If your canvas contains a manufacturing or printing error, please contact us within 30 days of delivery.
Examples may include:
* Significant printing defects;
* Physical manufacturing defects;
* Incorrect artwork being printed;
* Incorrect product specifications caused by our production process; or
* The printed portrait being materially different from the artwork you approved.
Please send clear photographs showing the issue so that our team can investigate.
If we confirm that the problem resulted from our production process, we will arrange an appropriate solution, which may include a free replacement or refund.
Lost Shipments
If tracking information indicates that your order has been lost in transit or there has been a significant delivery problem, please contact us at info@moodroyal.com]
(mailto:info@moodroyal.com) .
We will investigate the shipment with the relevant delivery provider.
Where an order is confirmed as lost, we will arrange an appropriate replacement or refund.
Delivery Delays
Estimated production and delivery times are provided in good faith and are based on normal operating conditions.
Sometimes deliveries may not happen due to courier delays, severe weather conditions, peak season demand, or other circumstances beyond our control.
onable control may affect delivery times.
A reasonable delivery delay alone does not automatically make a personalised order eligible for a refund. However, this does not affect any rights you may have under applicable consumer law where an order is not delivered within the legally required or agreed timeframe.
If your order appears to be significantly delayed, please contact us and we will investigate it for you.
Colour & Print Variations
Colours displayed on phones, tablets and computer monitors can vary depending on screen brightness, calibration and display settings.
For this reason, minor differences between the colours displayed on your screen and the colours of the physical canvas are normal and are not considered defects.
Small variations in cropping, positioning, texture or print appearance that naturally occur during production may also be considered normal provided they do not materially change the approved artwork.
Customer-Supplied Photos
Customers are responsible for providing photographs that are suitable for creating their personalised portrait.
Poor-quality, heavily blurred, extremely dark, obstructed or very low-resolution photographs may affect the final artwork.
Where possible, we may advise you if we believe a photograph is unsuitable.
We cannot normally provide a refund solely because the customer submitted an unsuitable photograph if the resulting artwork was subsequently previewed and approved by the customer.
Incorrect Size or Design Selection
Please carefully check your selected canvas size, portrait design and other product options before completing your purchase.
Because each canvas is made specifically for your order, we cannot normally accept returns or exchanges where the customer accidentally selects the wrong size, design or other personalisation option.
If you notice an error immediately after placing your order, contact us as quickly as possible at[info@moodroyal.com](mailto:info@moodroyal.com). If production has not yet started, we will try to assist you, although changes cannot be guaranteed.
Change of Mind
Because MoodRoyal portraits are personalised and made to order, we do not normally accept returns or provide refunds simply because you change your mind after your personalised order has entered production.
This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise covered by applicable consumer protection law.
How to Request a Replacement or Refund
If there is a problem with your order, please contact:
Email: [info@moodroyal.com] (mailto:info@moodroyal.com)
Please include your order number, a description of the problem and clear photographs where applicable.
We will review your request and aim to respond within **2–3 business days.
We may request additional photographs or information where reasonably necessary to verify the issue.
Refunds
Where a refund is approved, it will normally be returned to the original payment method used for the purchase.
Once we issue the refund, the time required for the funds to appear in your account depends on your bank, card issuer or payment provider.
Please note that banking processing times are outside MoodRoyal's control.
If your original payment involved currency conversion, differences in exchange rates or fees applied by your payment provider may affect the final amount received.
Multiple Damaged Items
If more than one item in the same order is damaged or defective, we may request photographs showing all affected products together.
In some circumstances, we may also request additional photographs or a short video where reasonably necessary to verify the extent of the issue.
Returns
Because personalised products generally cannot be resold, we normally do not require damaged or defective personalised canvases to be returned before providing an approved replacement or refund.
However, we reserve the right to request a return where reasonably necessary to investigate a manufacturing issue.
If a return is required because the product is confirmed to be faulty or incorrect, we will provide appropriate return instructions.
Payment Disputes & Chargebacks
If you experience any problem with your order, we encourage you to contact us first at [info@moodroyal.com](mailto:info@moodroyal.com) so that we have an opportunity to investigate and resolve the issue.
We aim to handle legitimate concerns fairly and promptly, including issues involving damaged products, manufacturing defects, lost shipments or incorrect orders.
Nothing in this section limits any legal rights you may have to raise a dispute with your payment provider.
Your Statutory Rights
This Returns & Refunds Policy does not exclude, restrict or replace any statutory consumer rights that cannot legally be excluded.
If your product is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements, you may have remedies avail