Support
Refund Policy
Our goal is for you to love your prints. Here is how refunds and returns work.
Last updated: January 1, 2026
Our satisfaction promise
We want you to be thrilled with your SmilePlease portraits. If something isn't right, we'll make it right. We offer replacements or refunds for qualifying issues within our policy guidelines.
Damaged or defective prints
Full refund or free replacement
If your prints arrive damaged, defective, or with printing errors (wrong color, smudges, tears, etc.):
- Contact us within 14 days of delivery.
- Email photos of the damage to support@smileplease.app.
- We'll send a free replacement or issue a full refund—your choice.
- No need to return the damaged prints.
Lost or missing packages
Full refund or free replacement
If your package is lost in transit or never arrives:
- Contact us if your package hasn't arrived within 14 days of the expected delivery date.
- If tracking shows "delivered" but you didn't receive it, please check with neighbors and your local post office first.
- We'll investigate and provide a replacement or refund.
Not satisfied with AI results
We'll review your request and make it right if prints look very different from previews
We provide watermarked previews so you can see exactly what you're ordering before you pay. However, we understand AI results can sometimes differ from expectations:
- If the final prints look significantly different from the watermarked previews, contact us with photos for review.
- If you simply don't like the AI variations, we cannot offer refunds since you approved the previews before purchase.
- Tip: Use the 6-variation preview to find the result you love before ordering.
Digital downloads
Non-refundable after you've opened or downloaded the file
Digital products are non-refundable once the download link has been accessed or the file has been downloaded. Please review the watermarked previews carefully before purchasing digital downloads.
Order cancellations
Because orders are sent to our print partner (Finerworks) for production immediately after payment, we cannot guarantee cancellations:
- Within 1 hour: Contact us immediately. We may be able to cancel before production starts.
- After 1 hour: Cancellation is unlikely once production has begun.
- If we cannot cancel, you'll receive your order, and you can request a refund if there are quality issues.
How to request a refund
- Email Contact us with subject "Refund Request."
- Include your order ID (found in your confirmation email or Order Status page).
- Describe the issue briefly.
- Attach photos if applicable (for damage or quality issues).
Refund processing
- Review time: We'll review your request within 2 business days.
- Refund method: Refunds are issued to your original payment method.
- Processing time: Once approved, refunds typically appear within 5-10 business days, depending on your bank.
- Partial refunds: For partial order issues, we may issue a partial refund for the affected items.
What we don't refund
- Orders where you simply changed your mind after production started.
- Issues caused by incorrect shipping address provided by you (though we'll help you track the package).
- Minor variations in color due to monitor/print differences.
- Digital downloads that have been accessed.
California residents
Under California Civil Code § 1723, you have the right to receive a full refund for goods returned within the seller's stated return period. Our refund policy is displayed at point of sale and on this page. California residents have the same refund rights as described above—we do not impose any additional restrictions based on state of residence.
Questions?
For refund questions, contact us at Contact us. We're here to help!