Commission Your Memory
Commission Your Memory

Refund, Cancellation & Replacement Policy

Refund, Cancellation & Replacement Policy

At Cherished Memories Studio, many of our products and services are customized, personalized, digitally delivered, artist-assisted, or produced specifically after an order is placed. Because of the nature of these products and services, our refund, cancellation, and replacement procedures may differ from those commonly associated with standard retail purchases.

Please review this policy carefully before placing an order.

This policy explains:

  • Which products and services are generally non-refundable
  • When a customer may request cancellation
  • When a partial or full refund may be considered
  • When a correction, replacement, reprint, or store credit may be offered
  • What information customers must provide when requesting assistance

This policy should be considered together with our Terms of Service, Shipping & Delivery Policy, and any product-specific terms presented on the applicable product page, order page, or checkout page.

1. Products and Services Covered by This Policy

A. Instant Digital Products and Platform Outputs

These are digital products, previews, or other electronic outputs generated through our platform or services. They may be created through credits, tokens, prepaid balances, subscriptions, or similar usage-based systems.

Examples may include:

  • Instant digital previews
  • Preliminary digital models
  • Stylized or conceptual digital outputs
  • Automatically generated previews
  • Downloadable or viewable digital files
  • Other preliminary digital products created through platform use

These products are generally preliminary in nature and may not be suitable for physical production or other final applications.

These products require dedicated creative, technical, and production resources and are created specifically for the customer who placed the order.

B. Custom Physical Products

These are physical products manufactured specifically for an individual customer based on a selected, customized, or customer-specific design, model, or digital asset.

Examples may include:

  • Custom 3D-printed figurines
  • Personalized collectibles
  • Made-to-order physical models
  • Custom manufactured products based on customer-provided or customer-selected digital designs

2. General Refund Policy

Because Cherished Memories Studio provides customized digital products, usage-based services, and made-to-order physical products, most purchases become non-refundable once the applicable service has been used, work has been assigned, processing has begun, or physical production has started.

This generally includes:

  • Purchased credits or similar balances once acquired
  • Instant digital products after they have been generated
  • Custom digital projects after work has begun
  • Custom physical products after production has started

In certain circumstances, and at our discretion, we may provide an appropriate remedy such as:

  • A correction
  • A limited revision
  • Store credit
  • A partial refund
  • A replacement or reprint
  • Another reasonable resolution

Any remedy will depend on the circumstances, the stage of the order, the nature of the problem, and the amount of work or production already completed.

3. Credits, Subscriptions, and Instant Digital Products

3.1 Credits and Prepaid Balances

Credits, tokens, prepaid balances, wallet balances, subscription access fees, feature unlocks, and similar purchases are generally non-refundable.

Exceptions may apply when there is:

  • A duplicate charge
  • An incorrect charge caused by Cherished Memories Studio
  • A verified technical error caused by our systems
  • An unauthorized transaction, following appropriate review
  • A refund right required by applicable law

Once purchased, credits and similar platform balances are generally considered final-sale purchases.

3.2 Instant Digital Products

Digital products or outputs generated through immediate or credit-based processing are generally non-refundable once they have been generated, rendered, displayed, processed, downloaded, or otherwise made available to the customer.

This remains applicable even if:

  • The customer determines that the output is not suitable for production
  • The customer changes their mind
  • The customer decides not to use the output
  • The customer later wants a different style or result
  • The customer subsequently purchases or upgrades to another service

3.3 Charges for Used Platform Services

When a customer has consumed credits, initiated a generation process, used paid platform functionality, accessed an output, or otherwise used a paid service, the associated charges are generally non-refundable unless the charge resulted from a confirmed billing error attributable to Cherished Memories Studio.

4. Production-Ready Custom Digital Products

4.1 General Rule

Production-ready digital products are customized services created specifically for an individual customer and may involve artistic, creative, and technical work.

These orders are generally non-refundable once production or other substantive work has begun.

4.2 Why Custom Digital Products Are Generally Non-Refundable

A custom digital order may require:

  • Assignment of an artist or production specialist
  • Placement within a production queue
  • Creative evaluation
  • Custom design and refinement
  • Technical modifications
  • File preparation
  • Production-related work
  • Dedicated labor and resources

Because these resources may be committed shortly after an order is placed, customized digital products cannot always be treated in the same manner as ordinary retail merchandise.

4.3 Cancellation Requests Within 24 Hours

A customer may request cancellation of a production-ready custom digital order within 24 hours of placing the order.

However, submitting a cancellation request during this period does not automatically guarantee a full refund.

After reviewing the status of the order, Cherished Memories Studio may:

  • Provide a full refund if work has not begun and no significant resources have been committed
  • Provide a partial refund if work has started or resources have already been allocated
  • Decline the refund if substantial work has been completed or the order has materially progressed

4.4 Cancellation Requests After 24 Hours

After 24 hours have passed from the time an order was placed, production-ready custom digital orders are generally considered non-cancellable and non-refundable.

Exceptions may apply where required by applicable law or where Cherished Memories Studio voluntarily approves an exception.

4.5 Customer Dissatisfaction With a Completed Digital Product

If a customer is dissatisfied with a completed custom digital product, the customer should contact us before taking further action.

Depending on the circumstances, we may offer:

  • A reasonable correction
  • A limited revision within the original project scope
  • Reworking of a specific portion of the product
  • Store credit
  • Another mutually acceptable resolution

A refund is not automatically available simply because a customer changes their mind, later prefers another style, provides inadequate instructions or reference materials, or no longer wants the completed product.

5. Custom Physical Products

5.1 General Rule

Custom physical products are created specifically for the customer and may not be suitable for resale to another customer.

For this reason, custom physical products are generally non-refundable once physical production has begun.

5.2 Cancellation Requests Within 24 Hours

Customers may request cancellation of a custom physical product within 24 hours of placing the order.

A cancellation request made during this period does not guarantee a full refund.

Depending on the status of the order, Cherished Memories Studio may:

  • Provide a full refund if design and physical production have not begun
  • Provide a partial refund if design preparation, print preparation, or related work has already started
  • Decline the refund if physical production is already underway

5.3 Cancellation Requests After 24 Hours

After 24 hours from the time an order was placed, custom physical products are generally non-cancellable and non-refundable.

Exceptions may apply when required by applicable law or when Cherished Memories Studio elects to make an exception.

5.4 Damaged, Defective, or Incorrect Products

If a custom physical product arrives damaged, broken, materially defective, or substantially different from the product ordered, the customer must contact us within 48 hours of delivery.

The customer should provide:

  • Order number
  • Clear photographs of the product
  • Clear photographs of the packaging
  • A brief description of the problem

After reviewing the information provided, Cherished Memories Studio may, depending on the circumstances, offer:

  • A replacement
  • A reprint
  • A repair or corrective solution
  • Store credit
  • A partial refund
  • A full refund

Any remedy provided will depend on the nature of the issue and the evidence available.

5.5 Minor Variations and Normal Production Differences

Minor variations that are reasonably consistent with the production process do not automatically qualify an order for a refund, replacement, or reprint.

Examples may include:

  • Minor differences in color
  • Slight variations in finish or texture
  • Small manufacturing marks associated with the production process
  • Minor differences between an on-screen preview and the final physical product
  • Subjective dissatisfaction when the delivered product is consistent with the approved or ordered specifications

6. Circumstances Where Refunds Are Generally Not Available

Refunds are generally not available for:

  • Purchased credits
  • Used credits
  • Consumed tokens or prepaid balances
  • Instant digital products after generation
  • Downloaded digital files
  • Custom digital work after production has begun
  • Custom physical products after physical production has begun
  • Changes of mind
  • Changes in personal preferences after delivery
  • Dissatisfaction resulting from incomplete, inaccurate, misleading, or insufficient customer-provided information
  • Delays caused by the customer in providing files, approvals, instructions, or responses
  • Problems caused by third-party platforms, printers, software, game engines, marketplaces, or other services outside our control

7. Customer Responsibilities

Customers are responsible for providing accurate and complete information when placing an order.

This includes, where applicable:

  • Images
  • Reference materials
  • Prompts
  • Measurements
  • Specifications
  • Instructions
  • Approval information
  • Compatibility requirements

Customers are also responsible for:

  • Carefully reviewing product descriptions before purchasing
  • Reviewing previews or approval materials when provided
  • Confirming compatibility requirements before placing an order
  • Communicating concerns as soon as possible
  • Requesting cancellation promptly if they no longer wish to proceed

Cherished Memories Studio is not responsible for problems resulting from incomplete, inaccurate, misleading, or poor-quality information or materials supplied by the customer.

8. Billing Errors and Duplicate Charges

If a customer believes they have:

  • Been charged more than once
  • Been billed an incorrect amount
  • Been charged for an unsuccessful order
  • Experienced another billing problem caused by our platform or payment process

the customer should contact us promptly and provide the relevant order and payment information.

If we determine that a billing error was caused by Cherished Memories Studio, we will correct the error and issue any refund that is appropriately due.

9. Requesting a Cancellation, Refund Review, Replacement, or Support

Customers requesting assistance should contact us at:

[INSERT SUPPORT EMAIL ADDRESS]

Please include the following information:

  • Full name
  • Order number
  • Email address associated with the purchase
  • Clear description of the issue or request
  • Screenshots or other relevant documentation, when applicable
  • Photographs when the issue involves a physical product

We may request additional information or documentation before making a final determination.

10. Review and Refund Processing

After receiving the information necessary to evaluate a request, Cherished Memories Studio will review the matter within a reasonable period.

If a refund is approved:

  • The refund will generally be issued to the original payment method.
  • Banks, card issuers, and payment processors may require additional time before the refund appears in the customer’s account.
  • Where permitted by applicable law, we may deduct reasonable costs associated with work already performed, artist or production time already allocated, processing expenses, or other non-recoverable costs.

11. Chargebacks and Payment Disputes

Customers are encouraged to contact Cherished Memories Studio before initiating a chargeback or payment dispute so that we have an opportunity to review and resolve the issue directly.

If a chargeback or payment dispute is initiated for an order that is considered non-refundable under this policy, we reserve the right to provide appropriate supporting documentation to the payment processor or financial institution.

Such documentation may include:

  • Order records
  • Transaction timestamps
  • Customer communications
  • Previews
  • Download or delivery records
  • Approval records
  • Production status
  • Work-progress records
  • Other documentation relevant to the transaction

12. Consumer Rights

Nothing in this Refund, Cancellation & Replacement Policy is intended to waive or restrict any consumer rights that cannot legally be waived under applicable law.

If the laws applicable to a customer’s purchase provide rights or protections that cannot be excluded or limited by contract, those rights will remain in effect to the extent required by law.

Where applicable law provides a customer with greater rights than those described in this policy, the requirements of applicable law will control.

13. Policy Administration

Cherished Memories Studio reserves the right to interpret and administer this policy in accordance with applicable law and the circumstances of each individual order.

Any exception to this policy granted for one order does not necessarily establish an obligation to provide the same exception for future orders.

Customers should retain their order confirmation, receipts, communications, and other relevant documentation relating to their purchase.