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Refund Policy

How refunds, reworks, and replacements work for digital portraits, memorial songs, and framed prints — explained gently and plainly.

Last updated: 2026-09-12

The Short Version

Every portrait begins with a free preview that you approve before paying. Because you always see the artwork first, digital purchases are final once made — and if anything isn't right, we will make it right with a free rework, a replacement, or a refund.

Digital Portraits

  • Before payment: always free. Create, preview, and keep the memory — you owe nothing unless you choose to unlock the full portrait.
  • After purchase: the high-resolution file is delivered instantly and is yours forever, so digital portraits can't be returned like a physical good. If anything is wrong — a download that won't open, an inscription that doesn't match what you typed, a print-quality issue — contact us within 30 days and we will rework the portrait free of charge.
  • If a technical failure on our side ever prevents delivery, you are refunded in full.

Memorial Songs

Each song is written to order from the story you share. If we are ever unable to deliver your song, the song portion of your order is refunded in full. If the delivered file has a technical issue, we will replace it.

Framed Archival Prints

  • Any time before your print ships: full refund, no questions asked — contact us and we'll cancel the order and return your payment.
  • Damaged in transit: send us a photo within 14 days of delivery and choose a free replacement or a full refund.
  • Not as previewed: if the print you receive doesn't match the artwork you approved, we will reprint it free of charge.

Discounted orders (including the 24-hour email offer) are refunded at the amount actually paid.

How to Request a Refund

Reach out through our contact page with your portrait link or the email you used at checkout. We answer within 1–2 business days. Approved refunds are issued to your original payment method and usually appear within 5–10 business days, depending on your bank.

Your Statutory Rights

Nothing in this policy limits your statutory consumer rights under your local consumer law, including UK and EU consumer protections where they apply to you.