Policy
Refund Policy
Last updated: February 1, 2026
30-Day Money-Back Guarantee
Not happy? Get a full refund within 30 days. No questions asked.
30-Day Money-Back Guarantee
We stand behind the quality of our AI portraits. If you are not completely satisfied with your purchase for any reason, you can request a full refund within 30 days of your order date. No questions asked.
Eligible Purchases
Our refund policy covers digital portrait downloads (high-resolution files), printed portrait orders (framed and unframed), and bundle or multi-portrait packages. Free preview generations are not eligible for refunds as no payment is involved.
How to Request a Refund
To request a refund, contact our support team via the Contact page or email refunds@portray.ai. Please include your order number, the email address used for the purchase, and a brief reason for the refund (optional, but helps us improve). Our team will process your request within 2 business days.
Digital Downloads
Refunds for digital portrait downloads are processed to your original payment method within 5-7 business days. You will receive an email confirmation once the refund has been initiated. After a refund is processed, your license to use the portrait commercially is revoked, though we do not enforce deletion of already-downloaded files.
Print Orders
For printed portraits that have not yet shipped, we will issue a full refund immediately. For printed portraits already delivered, you may either return the print in its original condition for a full refund (we will provide a prepaid return label), or keep the print and receive a partial refund if there is a quality issue. Prints damaged during shipping will be replaced free of charge or fully refunded at your choice.
Revision Requests
Before requesting a refund, consider trying a free revision. Each purchased portrait is eligible for up to 2 free revisions where you can adjust the style, crop, or provide specific feedback. Many customers find that a revision addresses their concerns. Revisions can be requested from your dashboard or by contacting support.
Exceptions
Refund requests made after the 30-day window may be considered on a case-by-case basis but are not guaranteed. Accounts found to be abusing the refund policy (e.g., repeatedly purchasing and refunding) may have their refund privileges limited. Promotional or heavily discounted orders may have different refund terms, which will be stated at the time of purchase.
Contact for Refunds
For the fastest resolution, please contact us through our Contact page with your order number ready. You can also email refunds@portray.ai directly. We aim to resolve all refund requests within 2 business days.