Our promise
Not happy with your portraits? Email hello@petmemorialportraits.co.uk within 30 days and we'll put it right, whether that means new portraits, a reprint or your money back. This promise sits on top of your legal rights below.
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel an online order. For digital content, that right ends once access starts, but only if you asked for immediate access and acknowledged that you would lose the right. Before checkout we ask you to tick this box:
I want access straight away. I understand I lose my 14-day right to cancel once the download or access starts.
If you tick it, your right to cancel ends once your downloads or access become available after payment, or, for a digital sympathy card, once the card is emailed. Our 30-day promise still applies.
Every printed item is made to order with your portrait, design or message. Personalised items made to your specification are not covered by the 14-day right to cancel, so we can't accept returns for a change of mind. Our 30-day promise still applies if you're unhappy with the portrait itself.
Damaged, faulty or not as described? Your rights under the Consumer Rights Act 2015 are not affected. Goods must be of satisfactory quality, fit for purpose and as described. If they are not:
Please email hello@petmemorialportraits.co.uk with your order email and a photo of the problem. We usually don't need the item back. If we do, we will pay for the return.
Not arrived? If your order hasn't arrived within 30 days of ordering, tell us and we will resend it or refund you.
All the physical items we currently sell are personalised. If we ever sell an item that is not personalised, you will have 14 days from delivery to cancel for any reason and a further 14 days to send it back. You would pay the return postage unless the item is faulty, and we would refund the item price and standard delivery within 14 days of getting it back.
Email hello@petmemorialportraits.co.uk with the email address you used at checkout and what went wrong. A short message is fine. You can also write to POLICYANDPLAY LTD, 7 Cosford Drive, Shortstown, Bedford MK42 0DQ.
We refund to the card or payment method you used, within 14 days of agreeing the refund.
We are not VAT registered, so no VAT is charged. The price shown is the total you pay, including delivery for printed items.
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