Last updated: July 2026
Please read these Terms and Conditions carefully before placing an order with Sentimental Souvenirz. By purchasing from us, you agree to be bound by these terms.
1. About Us
These Terms and Conditions govern your use of sentimentalsouvenirz.store and your purchase of products from:
HomeMade Systems OÜ Trading as: Sentimental Souvenirz — Things That Touch Your Heart Address: Randla 11-140, Harju County, 10315, Tallinn, Estonia Email: info@sentimentalsouvenirz.store Phone: +372 539 09216
2. Our Products
All urns sold by Sentimental Souvenirz are made-to-order, custom-manufactured products, individually designed and 3D-printed to the customer’s specifications based on photographs and personal details provided at the time of purchase.
Because every urn is created specifically for one individual customer and one individual pet, no two products are identical. The finished product will be a stylized 3D artistic interpretation of your pet, not an exact photographic replica.
3. Placing an Order
To place an order, you must:
- Be at least 18 years of age, or have the consent of a parent or legal guardian
- Provide accurate and complete information, including a valid shipping address and contact details
- Upload a clear, well-lit photograph of your pet from which we can create the design
- Provide the name and dates you wish to have incorporated into the design
By submitting your order, you are making an offer to purchase the product under these Terms and Conditions. Your order is confirmed when you receive an email order confirmation from us.
4. Custom Design and Approval
4.1 Design process. After receiving your order, our design team will create a digital 3D model of your pet’s urn based on the photo you provide. We use up to four custom colours to stylise and capture the character of your pet.
4.2 Design preview. We will send you a digital preview of the design for your review before printing begins. You may request reasonable modifications at this stage at no additional charge.
4.3 Approval. Production begins only after you have approved the design or after a reasonable period of non-response (5 business days from delivery of the preview). Please review the design carefully — changes requested after production has begun may incur additional charges or may not be possible.
4.4 Photo quality. The quality of the finished urn is directly affected by the quality of the photograph provided. We strongly recommend uploading a clear, well-lit, in-focus photo showing your pet’s face and body markings. We will contact you if your photo is insufficient for design purposes.
5. Pricing and Payment
5.1 All prices are displayed on our website and are inclusive of any applicable VAT where required. Prices are shown in the currency selected by you and are correct at the time of display.
5.2 We reserve the right to adjust prices at any time. Prices confirmed at the time of your order will not change after the order is placed.
5.3 Payment is due in full at the time of ordering. We accept major credit and debit cards, PayPal, and other payment methods listed at checkout. Payment is processed by third-party payment processors using industry-standard encryption.
5.4 If your payment is declined or reversed, we reserve the right to cancel your order.
6. Production and Shipping
6.1 Production time. Each urn is custom-designed and 3D-printed by hand. Please allow approximately 7 business days from design approval for production.
6.2 Shipping time. Once dispatched from our studio in Tallinn, Estonia, estimated delivery times are:
- European Union: 5–10 business days
- United States and Canada: 10–21 business days
- Rest of world: 10–21 business days
These are estimates only. We are not responsible for delays caused by customs clearance, postal services, or events beyond our control.
6.3 Shipping charges. Shipping costs are calculated and displayed at checkout before you complete your order.
6.4 Customs and import duties. For orders shipped outside the European Union, you may be subject to import duties, taxes, and customs fees levied by your country’s customs authority. These charges are the responsibility of the customer and are not included in our prices or shipping charges.
6.5 Tracking. You will receive a tracking number by email once your order is dispatched.
7. Right of Withdrawal and Returns
7.1 Custom products — exemption from right of withdrawal. Under Article 16(c) of the EU Consumer Rights Directive (Directive 2011/83/EU), the standard 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Because every urn we produce is custom-designed specifically for you and your individual pet, all orders are non-returnable for change of mind once production has begun.
7.2 Damaged or defective products. If your urn arrives damaged or with a manufacturing defect, please contact us within 14 days of receipt at info@sentimentalsouvenirz.store with a description and photographs of the damage. We will offer one of the following remedies at no cost to you:
- A full replacement urn produced to the original approved design
- A partial or full refund, at our discretion
7.3 Design dissatisfaction. We do not accept returns on the basis that the finished product does not match the customer’s expectations, provided the urn has been produced in accordance with the approved design. This is why design approval (Section 4) is an important step — please review your design preview carefully.
7.4 Statutory rights. Nothing in these Terms and Conditions affects your statutory rights under applicable consumer protection legislation, including the EU’s 2-year statutory conformity guarantee.
8. Intellectual Property
8.1 You confirm that you own or have the right to use the photographs you upload and that uploading them does not infringe any third-party rights.
8.2 Sentimental Souvenirz retains all intellectual property rights in the designs, models, and artwork we create. The physical urn produced for you is yours; the underlying design files remain our property.
8.3 We may use anonymised photos of completed urns (without any personally identifying information, names, or dates) for marketing and portfolio purposes unless you specifically ask us not to at the time of ordering.
9. Limitation of Liability
9.1 To the maximum extent permitted by applicable law, our total liability to you in connection with any order shall not exceed the price paid by you for that order.
9.2 We are not liable for indirect, incidental, or consequential losses arising from your use of our products or website, including but not limited to emotional distress.
9.3 Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.
10. Complaints
If you are unhappy with your order or our service, we encourage you to contact us first at info@sentimentalsouvenirz.store. We aim to resolve all complaints within 5 business days.
EU consumers may also use the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.
11. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of Estonia and the applicable law of the European Union. Any disputes shall be subject to the exclusive jurisdiction of the courts of Estonia, without prejudice to any mandatory consumer protection provisions that may apply in your country of residence.
12. Changes to These Terms
We may update these Terms and Conditions from time to time. The version in effect at the time of your order will apply to that order. We encourage you to review this page before placing a new order.
13. Contact
HomeMade Systems OÜ (Sentimental Souvenirz) 📧 info@sentimentalsouvenirz.store 📞 +372 539 09216 📍 Randla 11-140, Harju County, 10315, Tallinn, Estonia