Refund policy

At EverCherish, many of our products are individually designed, personalized, engraved, printed, or otherwise created specifically for the person or pet being remembered. Because of the custom nature of these items, our return and refund policy differs from that of a standard retail store.

Personalized and Custom Products

Personalized products are generally non-returnable and non-refundable once production has begun or once a customer has approved a design proof.

Before production, customers may be provided with a proof showing details such as names, dates, wording, fonts, image placement, design layout, and other personalized elements. Approval of a proof confirms that the customer has reviewed and accepted those details.

Customers are responsible for reviewing submitted information and proofs carefully before approval.

Cancellations

Orders may be canceled for a full refund before personalization or design work has begun.

If design or personalization work has begun but physical production has not yet started, cancellation may be permitted at EverCherish’s discretion. In these cases, a reasonable design or preparation fee may be retained to cover work already completed.

Once physical production has begun, personalized orders cannot be canceled.

Customer-Submitted Errors

If a product is created accurately according to information or a proof supplied and approved by the customer, errors in names, dates, spelling, photos, wording, or other submitted details do not qualify for a free replacement or refund.

At EverCherish’s discretion, a discount may be offered toward a replacement for honest customer mistakes.

EverCherish Errors

If EverCherish makes an error in production, including incorrect personalization, use of the wrong approved image, incorrect wording, or another manufacturing mistake attributable to us, we will correct the issue at no additional cost.

When appropriate, EverCherish will provide a replacement product and cover the cost of shipping the corrected item.

Damaged Shipments

For shipped orders, damage must be reported within 7 calendar days of confirmed delivery. Customers may be asked to provide photographs of the product, packaging, and shipping materials so we can determine the appropriate resolution.

For local or in-person delivery or pickup arrangements, any visible damage should be brought to our attention immediately upon receipt.

When damage occurred before or during delivery and was not caused by the customer, EverCherish may repair or replace the affected item at no additional product cost.

EverCherish Lifetime Warranty

Certain physical EverCherish products may be specifically identified as carrying the EverCherish Lifetime Warranty.

For products expressly marked as Lifetime Warranty eligible, EverCherish will replace a covered item that becomes damaged, worn, unreadable, or otherwise unusable through normal ownership, provided EverCherish remains in business and the original product is returned to us.

The Lifetime Warranty applies only to products specifically identified as eligible. It does not automatically apply to every EverCherish product or service.

For approved Lifetime Warranty claims:

The customer is responsible for the cost of returning the original covered item to EverCherish.
EverCherish will cover the standard cost of shipping the replacement item back to the customer.
Replacement is generally for the same product and original approved personalization.
Lost or stolen items are not covered.
Requested changes to names, dates, photographs, wording, design, product type, materials, or other personalization are considered a new order or paid upgrade, depending on the requested change.
Upgraded materials, optional features, expedited shipping, or other added services may require additional payment.

EverCherish may request photographs or other information before authorizing a warranty return.

Design Proofs and Revisions

Where applicable, personalized orders may include a digital design proof prior to production.

Proof approval confirms acceptance of details including, but not limited to:

Names and dates
Photographs
Wording
Fonts
Placement
Layout
Spelling
Design elements

For products or services that include revisions, EverCherish generally includes up to two reasonable revision rounds when requested within 24 hours of the first proof being sent.

Requests received after that 24-hour period may still be accommodated at EverCherish’s discretion, but may delay completion or require an additional design fee.

EverCherish may establish different revision terms for specific products or custom projects when stated in the applicable product listing or order agreement.

Memorial Videos and Digital Services

Memorial videos and other custom digital services are personalized creative services.

Once substantial editing or production has begun, these services are generally non-refundable.

Unless otherwise stated, memorial-video orders include up to two reasonable revision rounds when requested within 24 hours of the first draft being delivered.

EverCherish will correct genuine production or editing errors attributable to us at no additional charge.

Additional revisions, major direction changes, replacement of previously approved materials, or requests made after the included revision period may require an additional fee.

EverCherish Authenticity Mark

EverCherish products may include a discreet EverCherish brand or authenticity mark, including the applicable trademark designation in use at the time of production.

The location, size, and method of this mark are determined by EverCherish and may appear on the reverse, underside, edge, interior, or another discreet area of a product whenever practical so that it does not interfere with the primary memorial design.

The presence and placement of this authenticity mark is a standard part of EverCherish production and is not considered a product defect.

Non-Returnable Items

Unless required by applicable law, the following are generally not eligible for return or refund:

Personalized or custom-made items after production begins
Approved personalized products produced accurately according to the approved proof
Digital products or services after substantial production has begun
Lost or stolen items
Products damaged through misuse, intentional damage, improper storage, or modifications made after delivery
Products for which the applicable claim period has expired, except where an EverCherish Lifetime Warranty applies