Refund policy

Due to the customized nature of the products we produce at glowing memory, we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet.

If you are unhappy with your final product then please get in touch with us. Customer satisfaction is one of our passions and we always endeavour to make sure you're happy with the final masterpiece.

If you received the wrong product, and incorrect size or print, or your product was damaged in transit, we will of course replace it without question. Please let us know within 48 hours of receiving your order in this case.

We offer unlimited edits to the photo you originally ordered. Unlimited revisions refer to small changes that can be done to the artwork. If you require a substantial change (e.g. new photo then you have an option to change the photo once for an order. If you wish to use a third photo for your pet's artwork OR would want to change the photo for the third time, our customer support team can send you an invoice of $10 that will cover the creation of the new artwork.

If you have placed an order recently and have changed your mind, you can cancel your order within 2 hours. If 2 hours have passed, the cancellation will be granted at our discretion. The reason for this is that our artists often begin work as soon as you have placed your order. If your artwork has already been created and you request to cancel, we will charge a $10 fee to cover some of the artwork costs for your order.

Please be aware that when we create your artwork, we use the photo you uploaded with your order. If you do not follow the following Photo Guide, we cannot offer any solution. It's your responsibility to submit a high-quality photo that adheres to our submission guidelines. Low-quality photos will result in low-quality artwork.

  • Take your pet photo at eye level with your pet

  • It works best if the pet is looking at the camera at eye level

  • Try to make it a close up so we can see your pet's unique features

  • Avoid bad lighting, Outdoor natural daylight always results in the best photos

  • Avoid uploading blurry photos

  • Make sure those cute ears aren't out of frame!

Not sure whether your images will work?

Email your image to us  (help@glowingmemory.com) and we'll let you know. We often create portraits of pets that have passed away, so we understand it's not always possible to follow all of the guidelines above.

In many cases, we can still make it work.

Please note that we reserve the right to modify this Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use Glowing Memory™ products, customers are indicating their acceptance of this Return & Refund Policy.