Refunds & cancellations
If something isn’t right, tell us.
We want problems resolved fairly. This policy explains cancellation rights, personalised work and what happens if an animation is faulty or does not follow the agreed brief.
Before payment
An enquiry is free and carries no obligation. If we cannot accept a picture or you decide not to proceed before paying, there is nothing to cancel and nothing to pay.
Your 14-day cancellation period
For most service contracts made online, UK consumers can cancel within 14 days of the contract being made. If you want us to begin personalised work during that period, we will ask you to request this expressly. If you then cancel after work has started, the law may allow us to retain a fair amount for work already performed.
Completed digital content
If you expressly agree to immediate digital supply and acknowledge that your cancellation right will be lost once supply begins, the ordinary change-of-mind cancellation right may end when the finished digital content is supplied. We will not treat silence or a pre-ticked box as consent.
Personalised physical frames
A frame prepared specifically with your chosen animations may fall within the exception for made-to-order or clearly personalised goods. Change-of-mind cancellation rights may therefore be limited once personalisation has begun. This does not affect your rights if the frame is faulty, damaged or not as described.
If the work is faulty or misses the agreed brief
Contact us promptly and explain the problem. Where digital content is faulty or does not conform to the contract, we will normally first repair or replace it within a reasonable time and without significant inconvenience. If that is impossible or unsuccessful, you may be entitled to an appropriate price reduction or refund. Your statutory rights remain unaffected.
Creative preference and source-image limitations
A different creative preference is not automatically a fault where the animation follows the agreed instruction and the nature of AI variation was explained. Even so, we will look at reasonable concerns and try to find a fair solution. Extra versions or a changed instruction may be chargeable, but we will agree the price first.
How to cancel or raise a problem
Email orders@yourlivingmemories.co.uk with your name, order reference and what you would like us to do. Approved refunds are made to the original payment method without undue delay and normally within 14 days of agreement.
Last updated: 30 August 2026