Refund policy

Enviapet – Our "Love Your Pet" 30-Day Guarantee

We know how deeply your pet means to you, and we handle every custom memorial frame with absolute care and reverence. Because these are permanent, personalized keepsakes featuring your pet's photo, our process is a bit different from standard retail stores—but we promise to always keep it clear, fair, and transparent.

1. The 30-Day 100% Glow Guarantee (Damage, Defect & Satisfaction Protection)

Your peace of mind is our highest priority. We proudly back our memorial frames with a 30-Day Guarantee from the date of delivery.

If your frame arrives damaged, misprinted, or the LED lights do not turn on, please reach out to us at heyenviapet@gmail.com within 30 days of receiving your order. Just share your order number along with clear photos or a short video of the issue so we can understand what went wrong. Once confirmed, our care team will work closely with you to find the best solution, which may include a priority replacement or other appropriate handling depending on your situation.

Please note: This guarantee covers manufacturing faults, transit damage, and production errors. It does not cover natural variations in wood grain, texture, or slight variations in LED light warmth, which are normal, beautiful features unique to custom frames.

2. Crafting Your Design & Revisions

We want your pet’s memory to look absolutely perfect. Within 2–3 days of your purchase, our design team will create a digital mockup of your frame and send a digital proof to your email to ensure the photo placement and engraving look exactly how you imagined.

  • Reviewing Your Proof: You have 48 hours from receiving your email proof to look it over and request unlimited text edits or photo adjustments. We want you to love it.

  • Moving to Production: To ensure your keepsake arrives without delay, if we don't hear back from you within 48 hours, our team will gently move the design forward to the production stage.

  • Changing Your Mind: Because our artists begin custom formatting your image right away, orders can only be canceled for a full refund before you approve the design proof (or before the 48-hour review window closes). Once production begins, we start the crafting process to bring your memorial to life. Because each frame is entirely personalized and uniquely yours, it becomes a final sale once in production and cannot be modified or refunded under the 30-day window unless a manufacturing defect occurs.

3. Shipping & Journey Details

Please double-check your shipping address carefully at checkout, as we are unable to issue refunds or free replacements for delivery issues caused by incorrect or incomplete addresses.

If tracking shows your package was safely delivered but you cannot locate it, we kindly ask that you check with household members, neighbors, or your local postal carrier. Once a package is successfully delivered by the carrier, we cannot take financial responsibility for theft or loss, but we will happily provide any tracking data you need to file a claim.

4. Refunds

If a refund is approved, it will be processed to your original payment method within 3 to 5 business days. The time it takes to appear in your account may depend on your bank or payment provider.

Questions?

Our care team is always here to support you in honoring your best friend. Reach out to us anytime at heyenviapet@gmail.com.