Refunds and cancellations
Effective from 26 September 2026
We want you to love your portrait. If something isn't right, email support@hampton.io with your order reference (shown on your order confirmation page) and we will sort it out. This policy doesn't affect your legal rights.
Digital downloads
Normally you can cancel an online purchase within 14 days. For digital content that right ends once the download starts, if you asked for it to start straight away and accepted that you would lose the right to cancel. You do both by ticking the box at checkout, and your download is available as soon as you have paid, so a digital purchase can't be cancelled after payment.
You are still protected if something is wrong. If your download:
- won't download or open,
- isn't the portrait you bought, or is noticeably different from the preview you saw, or
- is otherwise faulty,
tell us and we will fix or replace it. If we can't, or it doesn't solve the problem, we will give you a full or partial refund. If you missed your download links or they have expired, email us and we will send new ones for free.
How refunds are paid
- Refunds go back to the card or payment method you used, within 14 days of us agreeing the refund. Your bank may take a few more days to show it.
- When we refund a digital purchase in full, its download links stop working.
- Please contact us before raising a dispute with your bank: it is usually the quickest way to get your money back.
Need help?
Contact us at support@hampton.io. For independent advice about your consumer rights, contact the Citizens Advice consumer helpline.