Refund policy
Refund & Returns Policy: Honoring Your Ever-Glow Soul Frame
At our studio, we truly understand that your frame is so much more than just a product — it is a loving tribute to a beloved family member or cherished pet who meant the world to you. We are deeply committed to creating a beautiful memorial that brings you comfort and warmth for years to come. Because each piece is custom-handcrafted with care, we’ve established these guidelines to support you as best we can.
1. Our Perfect Tribute Design Guarantee
Digital Proofing: Within 48 hours of purchase, we will send you a digital mockup. We want you to love the layout, spelling, and overall design.
The Creation Process: Once you approve the proof, our artisans begin the permanent engraving and printing process. Materials are cut specifically for your order, so we cannot make changes or offer refunds once production has begun. We kindly ask that you carefully review all details during the proofing stage.
2. Photo Quality & Clarity
We print using the photo file you provide. If we notice the image is low-resolution, we will contact you to request a higher-quality version. If you choose to proceed with the original file, please understand we cannot offer refunds for graininess, blurriness, or other quality issues that originate from the photo itself.
3. If Your Order Arrives Damaged
We package every frame with great care. If your order arrives with an electrical defect or shipping damage (such as a cracked acrylic panel), we are truly sorry for the inconvenience. Please email us a clear photo of the damage within 7 days of delivery, and we will promptly send you a brand-new replacement at no cost.
4. Shipping & Delivery
Incorrect Addresses: Please double-check your shipping address at checkout. We are unable to offer refunds or replacements for items shipped to an address you provided incorrectly.
Delivery Issues: If your package is significantly delayed (over 45 days for U.S. orders or over 60 days for international orders), please contact us. If tracking shows “Delivered” but you cannot locate the package, please check with your local post office first. While we wish we could control every step of the journey, we cannot offer refunds for items confirmed as delivered or missing after a successful drop-off.
5. Natural Variations
Every piece of wood is unique, and natural variations in grain, color, and tone are part of the beauty of a handcrafted item — these are not considered defects. Slight differences in LED lighting warmth compared to how it appears on your screen can also occur and are normal.
6. Order Cancellations
You may cancel your order for a full refund at any time before you approve the digital design proof. Once you approve the design, the order moves into production and can no longer be cancelled.
You can always contact us for any return question at heyenviapet@gmail.com.