Refund policy

Returns & Refund Policy

Last updated: June 7, 2026

Every Still Beside Me keepsake is personalized and made to order from the photo you upload. Because of this, we don't accept generic "change of mind" returns once production has begun — but we stand behind every piece with our Likeness Guarantee, so you are never at risk.

Our Likeness Guarantee

We know how much it matters that your keepsake truly captures your companion.

  • You approve before you pay. You see a preview of your pet rendered on your piece before checkout and approve the design, so there are no surprises.
  • We'll make it right. If your finished piece doesn't capture the companion you approved, contact us within 30 days of delivery with a photo and we will remake it at no cost until you're happy. In the rare event we genuinely can't get it right, we'll refund you in full.

Because each piece is personalized and approved by you before production, we're not able to accept returns or refunds for reasons unrelated to likeness or quality (for example, a change of mind, or an error in the photo or spelling you provided at checkout).

Damaged or defective items

If your order arrives damaged, defective, or incorrect, email us within 14 days of delivery with your order number and a clear photo of the issue. We will send a free replacement or issue a full refund.

Cancellations

Because items are made to order, please contact us as soon as possible if you need to cancel or change your order. If production has not yet started, we will cancel and refund you in full. Once a piece is in production, the Likeness Guarantee above applies.

How to start a return, remake, or refund

Email support@stillbeside.me with your order number and (for damage or likeness issues) a photo. We typically respond within 1–2 business days and will guide you through every step.

Refunds

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer. Original shipping is free, so there are no shipping charges to refund.

Contact

Still Beside Me is operated by Riverton Ventures Inc (Texas, USA). Questions? Email support@stillbeside.me — we're here to help, especially at a difficult time.