Last updated: July 2026
At Sentimental Souvenirz, every urn is designed and 3D-printed from scratch specifically for your pet. Because of the deeply personal and custom-made nature of each piece, our return policy reflects the realities of bespoke, made-to-order production — while giving you strong protections if something goes wrong on our end.
Custom Products — What This Means for Returns
Because every urn is individually custom-designed to look like your specific pet (and engraved with their name), we are unable to resell or reuse returned products. Under EU consumer law (Article 16(c) of the Consumer Rights Directive), custom-made and clearly personalised goods are exempt from the standard 14-day right of withdrawal.
In plain terms: We cannot accept returns for change of mind once production has begun. This is why we send you a design preview for approval before we ever start printing.
What We Will Always Fix — At No Cost to You
Despite the above, you are fully protected in the following situations:
Your urn arrives damaged
If your urn arrives broken or damaged in transit, contact us within 14 days of delivery and we will:
- Send you a full replacement at no charge, or
- Provide a full refund — whichever you prefer
To process your claim, please email us at info@sentimentalsouvenirz.store with:
- Your order number
- A clear photo of the damage
- A brief description of how it arrived
We aim to resolve all damage claims within 5 business days.
Your urn has a manufacturing defect
If there is a flaw in the printing, finishing, or engraving that does not match the approved design, contact us within 30 days of delivery. We will remake the urn or issue a refund.
The urn does not match the approved design
If the finished urn differs materially from the design preview you approved, we will remake it correctly at no cost to you.
Design Dissatisfaction
We encourage all customers to review their design preview carefully and to ask for any changes before approving. Once you have approved a design and production is complete, we cannot accept returns on the basis that the final urn does not match personal expectations — as long as it matches the approved design.
If you were not happy with the design preview and felt pressured or did not understand the approval step, please reach out to us. We want every customer to be genuinely happy with their memorial, and we will always try to find a fair solution.
Cancellations
Orders may be cancelled free of charge within 24 hours of placing the order, before design work begins.
After design work has begun, cancellations may be subject to a design fee of up to 30% of the order total to cover the time already invested.
Once production has begun, cancellations are not possible.
To request a cancellation, contact us immediately at info@sentimentalsouvenirz.store or via WhatsApp at +372 539 09216.
Summary
| Situation | Our Response |
|---|---|
| Change of mind before design starts | Full refund |
| Change of mind after design starts | Design fee may apply (up to 30%) |
| Change of mind after production starts | Not possible |
| Arrives damaged | Full replacement or full refund |
| Manufacturing defect | Full replacement or full refund |
| Urn differs from approved design | Full replacement |
Statutory Rights
Nothing in this policy affects your statutory rights under Estonian law, EU consumer protection legislation, or the consumer protection laws of your country of residence.
Contact Us
If something has gone wrong with your order, please reach out. We are a small, personal studio and we want every memorial to be right.
📧 info@sentimentalsouvenirz.store 📞 +372 539 09216 (also WhatsApp) 📍 Randla 11-140, Harju County, 10315, Tallinn, Estonia
We respond within 24 hours on business days.