PetMemoir stands behind verified production and delivery quality. This Quality & Replacement Policy provides defined claim review rather than open-ended coverage.
Last updated: August 30, 2026
1. Eligible issues
PetMemoir will review a claim involving:
- a wrong physical product or wrong digital file;
- a manufacturing, material, print, or finishing defect;
- damage during delivery;
- a shipment verified as lost under the Shipping Policy;
- a missing, inaccessible, or corrupt purchased digital file; or
- a material production error that makes the result inconsistent with the selected product, approved preview, or accepted instructions.
2. What is not automatically covered
A free replacement, reprint, or regeneration is not automatic for:
- change of mind or subjective preference;
- natural artistic variation inherent in customized or AI-assisted artwork;
- a poor-quality, obstructed, filtered, or inaccurate source photo where the limitation was reasonably apparent;
- a wrong photo, spelling, address, size, style, or other selection supplied or approved by the customer;
- normal screen-to-print, fabric, weave, crop, scale, or material variation within the product description;
- ordinary wear, improper washing, misuse, alteration, third-party printing, or accidental damage after delivery; or
- a claim that cannot be connected to an original PetMemoir order.
3. Original order and evidence
A claim must identify the original order. Contact Contact Us promptly with the order number, description, and clear photos or screen evidence. For physical damage or an incorrect item, photograph the whole product, close-up issue, shipping label, and packaging. Keep the product and packaging until instructed otherwise.
4. Review and remedy
PetMemoir will compare the evidence with the order selections, source content, approved preview where applicable, production record, and delivery information. For an approved claim, PetMemoir will first provide a practical correction, re-delivery, regeneration, reprint, or replacement. A refund is available when correction or replacement is inappropriate, impossible, or legally required.
5. Returns and replacement shipping
Do not mail an item without instructions. PetMemoir will state whether a return is needed. PetMemoir pays reasonable replacement shipping for an approved PetMemoir, manufacturing, or shipping-fault replacement. Mandatory consumer protections continue to apply.
6. Repeat claims
A replacement or corrected file resolves the approved issue for that order component. A new verified defect in the replacement can be reviewed. PetMemoir may refuse duplicate, unsupported, altered, fraudulent, or abusive claims without limiting genuine statutory rights.
7. Timing
Report a damaged, wrong, or materially defective physical item within 14 calendar days after confirmed delivery. Delay can make carrier investigation or production verification impossible. This policy does not promise lifetime coverage, and any longer non-excludable legal claim period continues to apply.
8. Product scope
This policy applies to digital artwork, custom physical Portrait products, and custom Blanket products purchased directly from the relevant PetMemoir store. It does not cover items manufactured by another seller using a PetMemoir file unless PetMemoir expressly agreed to that production.
9. Legal rights
This policy is additional to any warranty, conformity, refund, or consumer guarantee that cannot legally be excluded.