Refund policy

We want you to love your Outline Origins products. Because our illustrations and printed items are custom-made, refunds are handled a little differently than for standard retail products. This Policy explains how refunds work and what you can expect.

1. Custom Products

Most of our products—including custom illustrations, personalised colouring pages, and printed books—are made specifically for you based on the images and content you upload.
For this reason, we generally do not offer refunds for change of mind, customer error, or dissatisfaction with an AI-generated interpretation.

However, we aim to be fair, and refunds or replacements may be offered at our discretion.

2. When We May Offer a Refund or Replacement

We may approve a refund or replacement (digital or physical) in situations such as:

  • Printing or manufacturing defects

  • Significant damage during delivery

  • The wrong item was sent

  • A clear technical issue on our side that affected the quality or processing of your order

  • Other circumstances where we determine a refund is appropriate (case-by-case)

To help us assess an issue, we may request photos, order details, or the original uploaded file.

3. AI-Generated Artwork

Our tools use AI to create custom illustrations from your photos. Because this process is creative and interpretive:

  • results may vary,

  • style or detail may differ from your expectations,

  • certain elements in photos may not translate exactly.

We do not automatically refund due to personal preference, artistic style differences, or subjective dissatisfaction.

That said: if something seems clearly wrong, reach out—we’re always happy to take a look.

4. Digital Downloads

Digital products (e.g., downloadable illustration files) are non-refundable once delivered, except in cases where:

  • the file is corrupted,

  • the wrong file was delivered, or

  • a technical error occurred on our side.

5. Timeframe

Please contact us within 14 days of receiving your product or file if you believe there is an issue.
Requests made much later may be harder to assess but we’ll still do our best to help.

6. How to Request a Refund

Email us at hello@outlineorigins.com with:

  • your order number,

  • a brief description of the issue,

  • photos (for physical products),

  • the original uploaded image (if relevant).

We aim to respond within 2–3 business days.

7. Returns (Physical Items)

In some cases, we may require the item to be returned before issuing a refund.
If so:

  • we’ll provide return instructions,

  • return shipping may be covered by us depending on the situation.

Do not send items back without first contacting us.

8. Our Discretion

We reserve the right to:

  • approve or deny refund requests,

  • offer a replacement instead of a refund,

  • issue partial refunds where appropriate,

  • make case-by-case decisions based on reasonableness and fairness.

Our goal is always to treat customers with generosity and common sense.

9. Contact

For refund assistance, email us anytime at:
hello@outlineorigins.com