Refund policy

Refund Policy

At Sweet Peeps Studio, every keepsake is thoughtfully handcrafted using the ashes, fur, or other cherished mementos you entrust to us. Because each piece is custom-made specifically for one family, we are unable to accept returns, exchanges, or refunds on completed keepsakes.

We encourage you to review your order carefully before completing your purchase. If you have any questions about our process, materials, or products, we're always happy to help before you place your order.

Custom Orders

All Sweet Peeps Studio keepsakes are made to order and personalized using the memorial materials you provide. As a result:

We do not accept returns or exchanges on custom orders.
Orders may be canceled before production begins. Once production has started, orders cannot be canceled because each keepsake is handcrafted specifically for your family.
Personalized keepsakes are not eligible for resale and therefore cannot be returned for a refund.

Order Changes

If you need to make a change to your order, please contact us as soon as possible.

We'll do our best to accommodate your request before production begins. Once production has started, we may be unable to make changes because each keepsake is handcrafted specifically for your family.

Damaged or Incorrect Orders

We take great care in creating and packaging every keepsake. If your completed keepsake arrives damaged or you believe you have received the wrong item, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Photographs of the item and its packaging, if applicable

We'll review your request promptly and work with you to determine the most appropriate resolution.

Refunds

If we determine that a refund is appropriate due to an error on our part that cannot reasonably be corrected, your refund will be issued to your original method of payment.

Please allow 5–10 business days after the refund has been processed for it to appear on your account, depending on your financial institution.

Collection Kits

If your collection kit arrives damaged or incomplete, please contact us as soon as possible. We'll replace any missing or damaged collection kit components at no additional cost before your keepsake journey begins.

Memorial Materials

The ashes, fur, photographs, or other memorial materials you entrust to us are handled with the utmost respect and care throughout every step of the creation process.

Any unused memorial materials are carefully returned with your completed keepsake whenever applicable.

Shipping

For information regarding collection kit delivery, returning your memorial materials, shipping recommendations, tracking, and packages lost or damaged in transit, please refer to our Shipping Policy.

Questions

If you have any questions about this Refund Policy or your order, please contact us before placing your order. We're committed to helping every family feel informed and confident throughout the keepsake process.

Email: hello@sweetpeepsstudio.com