Refund Policy

Custom & Personalized Goods — All Sales Final

Every porcelain memorial portrait we produce is custom-made and personalized to your specific order: it is kiln-fired with the photograph, shape, size, and finish you select, and cannot be resold or reused for any other customer. Because of this, all custom and personalized orders are final and non-refundable once production has begun.

By placing an order and approving your digital proof, you acknowledge and agree that:

• The product is custom-made to your specification and is not eligible for return, exchange, or refund based on change of mind, buyer's remorse, ordering the wrong size/shape, or providing the wrong photograph.
• You have carefully reviewed the digital proof we send before production and confirmed all details (image, crop, shape, size, finish, and inscription text, if any) are correct.
• Color, contrast, and tonal variations between the digital proof on your screen and the final kiln-fired porcelain are an inherent characteristic of the firing process and are not considered a defect.
• Bronze and porcelain finishes may show minor variation between pieces and are not considered defects.

This policy applies to all retail (family) and wholesale (monument company / cemetery) orders. It is provided in addition to, and does not limit, any non-waivable rights you may have under applicable consumer protection law.

Order Cancellation

You may cancel for a full refund within 24 hours of placing your order, provided we have not yet begun production or photo retouching work. Once we have started retouching, sent you a proof, or begun firing, the order can no longer be cancelled.

Damaged or Defective Items

If your portrait arrives damaged in transit or contains a verifiable manufacturing defect (cracks, chips, missing material, mis-fired image), contact us within 14 days of delivery at admin@headstoneportraits.com with photographs of the item and the shipping carton. We will replace the item at no cost. Replacement is our sole remedy for damaged or defective goods; we do not issue cash refunds in lieu of replacement.

Image Quality Disclaimer

The final portrait reflects the quality of the photograph you submit. We do our best to restore and enhance low-resolution, faded, or damaged images, but we cannot refund or remake an order based on limitations inherent to the source photograph (low resolution, motion blur, poor lighting, damaged originals). The digital proof you approve is the final representation of what will be fired into porcelain.

Shipping & Risk of Loss

We ship via insured carriers nationwide within the United States. Once a package is handed to the carrier, risk of loss transfers to the buyer. If a package is lost or damaged in transit, contact us within 14 days of the expected delivery date and we will file an insurance claim and arrange a replacement.

Contact

To request a cancellation or report an issue, email admin@headstoneportraits.com.