Refunds
Short, because the policy is simple: if we do not deliver something worth having, you get your money back — and usually without asking.
Effective 8 August 2026.
If we cannot make it, you are not charged
We check your photograph before taking payment. If it is not something we can work with, we tell you why and you are not charged at all.
If something fails, we refund you automatically
If a remembrance fails to complete after we have taken payment, the refund is issued automatically, in full, and we email you to say so.
You do not have to notice, chase, or ask. A refund you have to ask for is worse than the failure that caused it.
If it does not look like them
This is the one only you can judge. If the remembrance does not look like the person, tell us within 14 days of delivery and we will refund you in full.
You do not need to justify it, and we will not ask you to prove anything. We would rather refund you than have something that does not look like them exist because of us.
Larger collections are checked first
Memorial and wedding collections are watched by a person before they are sent. If we are not happy with one, we decline it and refund you rather than deliver it.
How refunds are made
Always to the original payment method, through Stripe. Your bank usually shows it within five to ten business days, which is their timing rather than ours.
Anything else
If your situation is not covered here, write to hello@heirloommotion.com. We would rather sort it out than stand behind a policy.
If anything here is unclear, write to hello@heirloommotion.com and a person will answer.