Refund Policy

Products delivered immediately after payment (character cards, wallpapers, digital prints from the Gift Shop) are non-refundable once downloaded, as they are personalised digital goods exempt from the 14-day cooling-off period under UK Consumer Contracts Regulations 2013.

If the product is materially different from what was described, or is technically defective, we will provide a replacement or full refund.

• Cancelled before work begins: Full refund, no questions asked.
• Cancelled during creation: 50% refund if work is underway but the final product has not been delivered.
• After delivery: Non-refundable. However, we offer up to 2 rounds of revisions at no charge if the Heirloom does not match your brief.

If your physical print arrives damaged in transit, contact us within 7 days of delivery with photographs of the damage. We will dispatch a replacement at no cost.

Physical prints cannot be returned for reasons of preference, as they are made to order.

Monthly memberships can be cancelled at any time. Cancellation takes effect at the end of the current billing period — you will not be charged again, and you retain access until the period ends.

Annual memberships cancelled within 14 days of first purchase receive a full refund. Cancellations after 14 days receive a pro-rata refund for unused complete months remaining.

Email support@savhlabs.com with your order number and the reason for your request. We process all refund requests within 5 business days. Approved refunds are returned to your original payment method within 10 business days.