This policy explains when a PetMemoir digital artwork, custom physical Portrait product, or custom Blanket product can be cancelled, corrected, replaced, returned, or refunded.
Last updated: August 30, 2026
1. Personalized products
PetMemoir products are created from customer-provided photos and selections. Once custom artwork work or physical production begins, the item normally cannot be restocked or resold. For that reason, custom physical products are generally not eligible for a change-of-mind return. This does not affect cancellation, return, refund, or warranty rights that cannot be excluded under applicable law.
2. Digital artwork
Digital artwork is personalized and is generally final once the high-resolution file has been successfully made available. PetMemoir will still review an order when the purchased file cannot be delivered, access fails, the file is corrupt or unusable and cannot be repaired or re-delivered, the wrong artwork was supplied because of a PetMemoir or system error, or applicable law requires a remedy. Repair or re-delivery is normally attempted before a refund. See the Digital Delivery Policy.
3. Custom physical Portrait products
Canvas + Digital, Poster + Digital, and any other physical Portrait product shown in the Portrait store are made for the customer and generally cannot be returned for change of mind after custom artwork work or physical production begins. A wrong item, material defect, delivery damage, confirmed loss, or PetMemoir production error remains eligible for review under this policy.
4. Blanket + Digital Bundle
A Blanket + Digital Bundle has two fulfillment components: the downloadable artwork and the made-to-order Blanket. PetMemoir assesses each component according to its own stage and issue. A valid problem with one component does not automatically cancel or refund a correctly supplied component, but PetMemoir will explain any allocation before resolving the request.
5. Customer changes and customer-supplied errors
Contact support immediately if you uploaded the wrong photo, entered an incorrect name or address, selected the wrong product, or changed your mind. If work has not begun, PetMemoir may be able to update or cancel the order. After artwork work, approval, digital release, or physical production begins, a customer-supplied mistake does not automatically qualify for a free remake, return, or refund. PetMemoir may offer a paid correction or reorder option where feasible.
6. Problems PetMemoir will review
Contact PetMemoir promptly if:
- the wrong physical item or wrong digital file was supplied;
- the physical item has a manufacturing or print defect;
- the item arrived damaged;
- a physical shipment is confirmed lost after carrier investigation;
- the digital file is missing, inaccessible, or corrupt; or
- the result is materially inconsistent with the selected product, approved preview, or accepted instructions because of a PetMemoir production error.
Natural artistic variation, screen-to-material color differences, and subjective preference are not by themselves defects. They will be considered together with the product description, source-photo quality, selected style, and any approved preview.
7. How to make a request
For a damaged, wrong, or materially defective physical item, use Contact Us within 14 calendar days after confirmed delivery. Include the order number, a brief explanation, and clear supporting photos where relevant. Photos of the full item, affected area, shipping label, and packaging can help the review. Keep the product and packaging until support gives instructions, and do not return an item without authorization. A longer mandatory claim period continues to apply where required by law.
8. Available resolutions
For an approved PetMemoir, manufacturing, or shipping-fault claim, PetMemoir will first provide a practical correction, re-delivery, reprint, or replacement. A refund is available when correction or replacement is inappropriate, impossible, or legally required. The resolution depends on the affected component, evidence, and applicable consumer law.
9. Approved returns and refunds
If PetMemoir authorizes a return, it will provide the return instructions. PetMemoir pays reasonable replacement shipping for an approved PetMemoir, manufacturing, or shipping-fault replacement. Refunds are issued to the original payment method unless law or payment-platform rules require another method. Bank and payment-provider processing times can vary. Original expedited shipping, duties, or customer-arranged costs are not refundable unless the charge resulted from a PetMemoir error or law requires it.
10. Repeated or abusive claims
PetMemoir may review order history and evidence to prevent duplicate refunds, misuse, or fraud. This does not limit a genuine claim or a mandatory consumer right.
11. Contact
Submit requests through Contact Us promptly after discovering a problem. Any non-excludable legal claim period continues to apply.