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Return Policy

For most people purchasing a Precious Friends Memorial Pet Frame will without doubt be going through a very upsetting time at the moment and I truly would not want to add any further upset to you at this time but there might well be some reason why you may need to return your Precious Friends Memorial Frame back to me, or an element of it. In most cases I am happy for you to return your Precious Friends Memorial Pet Frame should you just simply change your mind even if personalised. There are some understandable exceptions please see below.

Received in poor or damaged condition

Should your order arrive to you in a poor or damaged condition please contact me As Soon As Possible and within 14 days of receiving your order and I will discuss a return for this item and a refund of your costs and carriage for your purchase. Please keep your receipt as proof of purchase. If you would prefer a replacement let me know.

Change of Mind Refunds and Returns Conditions

In many cases your order will be bespoke and personalised for you. Every frame will also be totally unique you and no two complete frames will ever be exactly the same due to fact that they are hand designed and crafted. However I want you to be totally happy with your Precious Friends Pet Memorial Frame so if you are not truly happy with any part of your order or you just change your mind you can return your purchase for a refund of the cost of your purchase providing that I receive your purchase back in its original condition and within 30 days of you receiving you purchase and even the artwork is personalised. (The change of mind refund and Returns policy does not include any alteration or personalisation request of the frame itself)

Pouches

The pouches have been designed for you to place the cremated ashes of your precious pet, but not loose ashes. A sealed bag will be provided with your order to first contain your pets ashes prior to placing into the pouch should you have need for it. The pouches have not been designed to seal in the ashes of your precious pet and as is, they will not securely hold them contained alone.

Pouches may be returned if found faulty, not suitable, for example, not the correct size (but must be unused and free from loose ashes) or unused alongside the rest of a Precious Friends Pet Memorial Frame.

Due to the nature of the contents to be placed inside these pouches any pouches that have or found to have contained loose ashes are exempt from any returns and refund policy.

Please contact me if you have any query regarding pouches.

To return My Precious Friends Pet Memorial Frame

Should you decide to return your order I would suggest you return it using the packaging you received it in if possible or other similar to ensure I receive your order back in its original condition.

I would recommend you return your purchase using a guaranteed method of carriage to ensure yourself of a full refund of your purchase price such as Royal Mail as this was the method used to send you order to you.

Carriage costs are not refundable on items returned for the reason of: I have changed my mind.

It is a legal right for me to refund any money owing to you within 14 days of receiving your returned purchase providing all Terms and Conditions have been adhered to.

Your Legal Rights to Return Goods

You have the legal right to return your purchased item if it is:

  • Broken or damaged ('not of satisfactory quality')
  • Unusable (‘not fit for purpose’)
  • Does not match either the advertised product or the seller’s description

You do not have any legal rights to return your purchased item if it is:

  • Damaged by wear and tear, or by accident or misuse
  • You knew about the fault before you purchased the item
  • You have just changed your mind

Purchasing online or over the telephone

You automatically have a 14-day ‘cooling-off period’ when you haven’t seen your purchase in person before buying it online - unless it’s bespoke or made to measure by your request.

The cooling-off period begins as soon as you receive your purchase During this time you have the right to change and your mind and there doesn’t need to be anything wrong with your purchase for you to get a refund.

You do not get a cooling-off period with your purchase when you buy:

  • A product that has been personalised in some way or custom-made for you
  • You knew about the fault before you purchased the item
  • An item that deteriorates quickly - for example: food or flowers
  • Anything from a private individual rather than a business
  • If you paid for standard delivery when you bought something, the seller has to refund this if you return it.
  • If you chose a more expensive delivery option, you'll have to pay the difference.