Refund policy
Forever Photos – Returns & Refund Policy
At Forever Photos, every item is custom-made to order using your personal photo and engraving choices. Because of the personalised nature of our products, we have specific policies regarding returns and refunds.
Personalised Products
All Forever Photos products are made specifically for you using the photo and custom details you provide.
Under the Consumer Contracts Regulations, personalised and custom-made products are exempt from the standard 14-day cancellation and return rights.
This means we do not accept returns or offer refunds for:
* Change of mind
* Incorrect photo uploads
* Spelling mistakes submitted by the customer
* Ordering the wrong size or product
* Minor natural variations in wood grain, colour, or engraving appearance
Please ensure all uploaded images and details are correct before placing your order.
Damaged, Faulty, or Incorrect Orders
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
Email: info@foreverphotos.co.uk
Please include:
* Your order number
* Clear photos of the issue
* Photos of the packaging if damaged in transit
If we determine the item is faulty or incorrect due to our error, we will:
* Replace the item free of charge, or
* Offer a full or partial refund where appropriate
Natural Material Disclaimer
Our products are made from real wood, meaning every piece is unique.
Natural characteristics such as:
* Wood grain
* Knots
* Slight colour variation
* Minor engraving tone differences
are not considered defects and are part of the natural appearance of the product.
Photo Quality
The final engraving quality depends heavily on the quality of the image uploaded.
Low-resolution, blurry, dark, or heavily filtered images may affect engraving results. While we optimise images where possible, we cannot guarantee studio-quality results from poor-quality uploads.
Refunds or replacements will not be issued for issues caused by low-quality customer-submitted images.
Delivery Issues
If your parcel is lost in transit, please contact us and we will investigate with the courier.
We may offer a replacement once the courier investigation is completed.
Incorrect shipping addresses entered at checkout are the responsibility of the customer.
Order Cancellations
Orders may only be cancelled before production has started.
Once your item has entered production, the order cannot be cancelled due to the custom nature of the product.
Contact Us
For any issues regarding your order, please contact:
Forever Photos
info@foreverphotos.co.uk
We aim to respond within 1–2 business days.