Legal
Refund Policy
Because each memorial is made by hand, we want you to feel completely confident before we begin.
Last updated: October 4, 2026
Before we start
If you change your mind before we begin crafting your memorial, tell us and we will refund you in full. No explanation needed.
Once we've started
A memorial is made for one pet and one family. Once we've begun, the work is bespoke and cannot be resold to anyone else — so at that point it is no longer refundable.
We'll always tell you clearly when production has begun, so there is no ambiguity about where you stand.
If we can't deliver
If we are unable to complete your memorial for any reason on our side, you get a full refund — including if we've already started. That is our risk to carry, not yours.
If it isn't right
Every memorial includes a round of revisions, and our strong preference is to make it right rather than to refund it.
If we've revised the memorial and it still isn't what you hoped for, contact us. We'll look at it honestly and find a fair outcome.
Hosting
If your memorial website is taken offline by us for a reason within our control, any hosting amount you paid is refunded on a pro-rata basis.
How to ask
Email us with your order details. We aim to reply within one working day and to settle refunds within 5 working days of agreeing them.
Refunds are returned via PayPal, to the same account used for the original payment.
Talk to us first
If something has gone wrong, email hello@stillmere.art before you worry about policy. We’d rather fix it than argue about it.