Last updated: 22 September 2026
These terms govern your use of the PetMemory store and any commission you place through it. By placing an order you accept them. Please read the sections on reference photographs and likeness carefully — they describe what we can and cannot promise.
1. Who we are
PetMemory is the trading name used for this store. Our contact address for any matter relating to an order is [email protected].
2. What you are buying
You are commissioning a hand-made, one-off piece of textile art based on photographs you supply. You are not buying a manufactured product, a print, or a replica. Each piece is shaped by hand from wool and will differ from any photograph, sample or previous commission.
3. Reference photographs and likeness
- We work from one main reference photograph and one agreed angle. That angle is fixed once making starts and cannot be changed afterwards.
- You confirm that you have the right to use the photographs you send us.
- Your piece is made to the approved photographs. We work from your reference images, we send you photographs of the finished piece before it ships, and the first two rounds of changes are free. You approve the result before it leaves the studio — see the photo guide for how to give us the best possible reference.
- If your photographs are not workable we will tell you and refund in full before making starts.
4. Price, payment and schedule
- The price shown at checkout is the price for the option you selected. We confirm it in writing with your schedule.
- Where we accept a deposit, production starts only once the balance is settled.
- Making takes six to fourteen weeks from the date we accept your commission. The range is honest rather than convenient: every piece is made by hand and cannot be hurried.
- Queue and making times are estimates given in good faith. They are not a guaranteed delivery date unless we have confirmed a specific date in writing.
5. Your approval step
We photograph the finished piece and send you the images. Shipping follows your approval, and nothing is dispatched before it. Two rounds of adjustments are free. From the third round onward, further changes are charged by the time they take, or agreed with you case by case. A change of design — a different pose, a different format — is a new commission and is re-quoted. We do not treat silence as approval.
7. Your photographs and our images
You keep copyright in the photographs you send. You grant us permission to use them only to make your commission and to communicate with you about it. We do not publish customer photographs or finished-piece images without asking you first, and we delete them on request. See the Privacy Policy.
We keep copyright in our own photographs of finished work. We will only publish a piece after you have given permission.
8. Acceptable use
You agree not to resell our pieces as your own work, not to use our photographs or text without permission, and not to place an order using images you do not have the right to use.
9. Liability
We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss that is not foreseeable, for loss caused by inaccurate information you supplied, or for indirect losses such as loss of profit or opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud.
10. Changes
We may update these terms. The version that applied to your order is the one in force on the date you placed it, and we keep that version on file.
11. Governing law
These terms are governed by the laws applicable at the place of the seller’s establishment, without depriving you of the protection of the mandatory consumer law of your country of residence.
Cancellations and refunds
Every piece is made to order for a single customer and a single pet, and the work cannot be recovered or resold. Once payment has been taken, your commission enters production and is not refundable. Before your piece ships we send you photographs of it and we make up to two rounds of changes free of charge; nothing is dispatched until you have approved it. A genuine fault, or damage in transit, is our responsibility and we will repair, remake or refund it. The full policy is on our Returns & Refunds page.
