Refund policy

Cheytori Art Studio (UK) Contact: hello@cheytori.com

We mainly sell digital products. We don't normally sell physical items, but if you'd like something extra, such as a print or a paper original, email hello@cheytori.com and we'll quote it separately. This policy explains your options for ready-made downloads and custom commissions. Your statutory rights are unaffected.

1. Ready-made digital downloads

Ready-made downloads are for personal use only.
File or download problems: if a file is faulty, won't download or won't open, email hello@cheytori.com and we will repair or resend it free of charge.
If we cannot fix a fault, or the file does not match its description, your statutory remedies remain available, including a refund where applicable.
Downloading a file does not, by itself, remove your legal rights.
Under UK consumer law, when you buy digital content you agree that the download starts straight away, and you accept that your 14-day right to cancel ends once the download begins. After that, refunds for a change of mind are not offered. This does not affect your rights if the file is faulty or not as described.

2. Custom commissions (pet, quirky idea, Blind-Box Character Portrait)

Payment

Custom orders must be paid in full before work begins.

Cancelling

Before work begins: cancel for a full refund.
Early start: if you expressly ask us to start work during your cancellation period, a cancellation charge may apply to cover work already completed.
After completion: once the artwork is completed as agreed, refunds for a change of mind are not offered where your legal cancellation right has ended.

Revisions and mistakes

One minor revision is included.
Pet and quirky idea: the line sketch is provided on request. Blind-Box Character Portrait: you get a sketch and line art first.
If the artwork does not follow your agreed brief, we will correct it free of charge.
If we cannot fix a fault, or a mismatch with the description or agreed brief, your statutory remedies remain available, including a refund where applicable.

Rush orders

Please email hello@cheytori.com to check availability, and wait for our confirmation before you pay. The cancellation terms above also apply to rush orders.

3. Illustrated Commission (queue)

These terms apply only to the Illustrated Commission (queue) by our guest artist. Section 2 does not apply to it. Full payment is taken when you order. Our guest artist provides a line sketch and the final artwork, and refunds follow these stages.

Queue. Your order joins our artist's booking queue. The estimated start date is shown on the product page. Dates are estimates, not guarantees.
Cancel while queued. If you cancel before the artist starts, we keep a 15% booking fee for the time we held for you. The rest is refunded.
After work starts. Our guest artist provides a line sketch and the final artwork. The artist is paid by stage, and refunds follow the progress stage. If you cancel after the draft is finished, we keep 50% of the price. After the line art is finished, we keep 85%. After the final artwork is delivered, no refund is available.
Changes. You can request reasonable changes at each stage. If changes repeatedly go against what you already approved, we may end the commission and the stage fees above apply.
Rush orders. Rush (x2 or x3) is a separate option with an extra fee. Rush slots are opened separately from the standard queue. The extra rush fee is non-refundable once we confirm your slot. The base price follows the stage rules above.
Long waits. If we have not started your order within 60 days after the estimated start date (so by the end of April 2027 for standard orders), you can cancel for a full refund.
Faulty work. If the work does not match the agreed brief, we will fix it or refund you as required by law.

4. How to request a refund or fix

Email hello@cheytori.com with your order number and a short description of the problem. We will reply as soon as we can. Refunds are made to your original payment method.

5. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law (e.g. the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013).