Refund policy

Refund Policy

Held Anew
Last updated: [7 May 2026]

Held Anew creates custom digital pet portraits commissioned individually for each customer. Because each portrait is bespoke work made specifically for you, this Refund Policy explains how our payment, proof, and refund process works.

Please read this policy carefully before placing your order. By placing an order with Held Anew, you confirm that you have read, understood, and accepted this policy.

1. How payment works

Each portrait is priced at £79 in total, paid in two stages:

A non-refundable commission fee of £15 is charged at the point of order. This fee covers the time and work we commit to your portrait the moment your order arrives, including initial preparation, the first generation, and one revision if requested.

A balance of £64 is charged only when you choose to approve and receive your finished portrait. Until you pay the balance, you receive only watermarked proofs.

2. The proof and approval process

Once you place your order, we produce an initial proof of your portrait and send it to you as a watermarked image.

You may then choose one of two paths:

Approve the proof. By paying the £64 balance, you approve the portrait. We then deliver the high-resolution, unwatermarked file to you, and the transaction is complete.

Request a revision. If the initial proof is not quite right, you may request one revision. We will produce a revised proof and send it to you as a watermarked image.

After the revised proof, you again choose:

Approve the revised proof. By paying the £64 balance, you approve the portrait. We deliver the high-resolution file, and the transaction is complete.

Walk away. If after the revised proof you still feel the portrait is not right for you, no further charges are made. The £15 commission fee is retained as payment for the work attempted, but no balance is charged and no high-resolution file is delivered.

This is the full extent of our revision and approval process: an initial proof and one revision, after which you either approve and pay or walk away. We do not provide further revisions beyond this.

3. Approval is final

Payment of the £64 balance is your formal approval of the portrait. By paying the balance, you confirm that the portrait is acceptable to you and that you wish to receive the high-resolution file.

Once the £64 balance has been paid and the high-resolution file has been delivered, the transaction is complete and no refund is available, except in the limited circumstances set out in Section 4 below.

This means that the following are NOT grounds for a refund after the balance has been paid:

- A change of mind about the portrait
- Disapproval from family members or others who did not see the proofs
- A feeling, after seeing the final file, that the portrait does not look quite as you remember your dog
- Wanting to use a different photograph as the basis for the portrait (this would be a new commission)
- Any other subjective dissatisfaction with the portrait you approved

We design our process specifically so that you have two opportunities to review the portrait as a watermarked proof before paying the balance. This is your time to assess whether the portrait is right for you. Once you approve and pay, the work is yours.

4. When refunds are available

In limited circumstances, we will issue a refund:

Technical delivery failure. If, after you have approved the proof and paid the balance, we are unable to deliver the final high-resolution file due to a technical problem on our end that we cannot resolve, we will refund the full amount paid.

The delivered portrait does not match what you approved. If the high-resolution file we deliver is materially different from the watermarked proof you approved (for example, a different image entirely), we will either redeliver the correct file or, if that is not possible, refund the full amount paid.

Exceptional human circumstances. We understand that ordering a portrait of a beloved dog can come at an emotionally difficult time. In genuinely exceptional circumstances, at our sole discretion, we may issue a partial or full refund as a matter of goodwill. This is not a guaranteed entitlement and does not set a precedent for other orders.

5. The 14-day cancellation period

Under the Consumer Contracts Regulations 2013, customers ordering digital services in the United Kingdom would normally have a 14-day right to cancel.

Because each portrait is custom-made specifically for the individual customer and we begin the work the moment your order arrives, we ask all customers to waive this right at the point of order. You will be asked to confirm this waiver explicitly when you submit your order. The intake form cannot be submitted without this confirmation.

By placing an order, you confirm:

- That you understand you are ordering a custom digital portrait commissioned individually for you
- That you waive your 14-day cancellation right under the Consumer Contracts Regulations 2013
- That you understand the £15 commission fee is non-refundable
- That you understand the transaction becomes complete and final once you approve the proof by paying the balance

Without this waiver, we would not be able to operate the proof-and-approval process described above. Customers who do not wish to waive this right may contact us at hello@heldanew.com before ordering to discuss alternatives, but please be aware that we may not be able to proceed with the order under different terms.

6. Walk-away clause

If, after the initial proof and one revision, you decide the portrait is not right for you, you are under no obligation to pay the £64 balance. The £15 commission fee is retained as payment for the work attempted, but no further charges are made and we walk away from the order with no further obligation on either side.

This is what we mean by "you are the judge of whether it is right for you" — at the point of approval, the decision is yours.

7. How to request a refund

If you believe you are entitled to a refund under Section 4 above, please contact us at hello@heldanew.com within 14 days of receiving your final delivered file (or, in the case of a delivery failure, within 14 days of the failure). Please include your order number and a clear description of the issue.

We will respond to all refund requests within 5 working days. Where a refund is granted, it will be processed to the original payment method within 5 working days of approval.

8. Your statutory rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law where those rights cannot lawfully be excluded. If you believe Held Anew has not met its legal obligations to you as a consumer, you may also seek advice from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.

9. Contact us

For all refund enquiries, please contact:

hello@heldanew.com

Or by post:

John Jenkins, trading as Held Anew
c/o Crowfoot & Co Accountants Ltd
Lonsdale House
High Street
Lutterworth
Leicestershire LE17 4AD
United Kingdom