Hello,
Thank you for your feedback - we appreciate your effort.
As I can see Mary informed you that our products aren't refundable since we can't refund time of designers that were creating your portrait. Our refund policy informs about it and it's available all the time on our website.
Moreover, when Mary sent you the preview and you asked about cancellation, she also informed you that we'll be happy to improve portrait for you but we didn't receive any answer. Therefore we were waiting quite a long time. In the end, we have sent you a portrait, because it seemed like there is no way to communicate. That's why the whole process was longer than expected.
Timeline:
27th of December - you placed your order,
29th of December - we've sent you a preview,
29th of December, a few hours later - you contacted us to cancel your order. It wasn't possible since we created your portrait and also e sent you a preview,
11th of January - we assumed that you refused our offer to adjust your portrait and we send it to you,
12th of January - you received your order.
One more time - thank you for your feedback :)
Have a good day!