Refund Policy

Custom portraits, proof approval, and returns

These terms apply to personalized home and pet portraits. An inquiry does not create an order or guarantee a delivery date.

Your photo and personalization

Use a clear photograph that you own or have permission to use. Check names, dates, and other wording carefully. Artwork is an AI-assisted digital illustration in a watercolor-inspired style, individually reviewed against your photo; it is not a hand-painted original.

Proof and revisions

We email your first digital proof within 3 business days after receiving a usable photo. We check Shopify orders and customer email each business day. One round of minor revisions is included. A replacement source photo or major redesign requires a separate agreement before additional work. Reply in writing with the proof version and approval to print. We never treat a lack of response as approval.

Cancellations and refunds

A full refund is available if you cancel before we release the order for printing. After release, changes or cancellation may not be possible. Because each portrait is personalized, we do not offer change-of-mind returns after production begins, except where applicable law requires otherwise.

Damaged, defective, or incorrect items

Contact us promptly with your order number and a description of the problem. We will explain how to share photographs of the item and packaging and arrange the appropriate remedy. These terms do not limit statutory rights for defective, damaged, or misdescribed goods. Do not send an item back without contacting us for return instructions.

Production and shipping

Our printing partner is Printful. Artwork preparation, proof review, physical production, and transit are separate stages. The first proof timing excludes your review time, revisions, printing and carrier transit. Contact us before ordering for a fixed event date; delivery dates are not guaranteed. Shipping charges and any applicable tax are shown before payment. Tracking is provided when available after shipment.

For earlier orders placed under the previous storefront, the terms applicable when the order was placed continue to apply. Please include that order number when contacting us.

Contact HomeStory Keepsakes · Refund policy · Shipping policy

Previous orders

The policy below is retained for orders placed under the previous offer. Existing order rights and commitments are unchanged.

30-Day Return Policy

We want you to feel confident shopping with us. We accept eligible returns requested within 30 days of receiving your order.

Return Eligibility

To be eligible for a return, the item must be in the same condition in which it was received, unused, unworn, and in its original packaging with all included accessories, components, manuals, and materials. Proof of purchase is also required.

To request a return, contact us at support@yourapexwellness.com before sending your item back. If your return is approved, we will provide instructions and the appropriate return address.

Please do not send a product back without receiving return authorization and instructions from us first. Items returned without prior authorization may not be accepted.

Unless the product arrived damaged, defective, incorrect, or otherwise stated by us, customers are responsible for return shipping costs. We do not charge a restocking fee.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or you receive the wrong product, contact us as soon as possible at support@yourapexwellness.com. Please include your order number and, when applicable, photographs showing the issue so we can evaluate it and make it right.

Non-Returnable Items

For health, hygiene, and safety reasons, certain products that have been used, worn, or opened in a manner that makes them unsuitable for resale may not qualify for a return. Gift cards are also non-returnable.

If you're unsure whether your item qualifies, contact us at support@yourapexwellness.com before returning it.

Exchanges

If you would like a different item, please contact us. The fastest way to receive a replacement product is generally to complete the approved return and place a new order for the desired item.

European Union 14-Day Cooling-Off Period

If an order is shipped into the European Union, applicable law may provide you with the right to cancel or return your order within 14 days without providing a reason. Returned merchandise must meet applicable return-condition requirements unless otherwise required by law.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or credit card provider may require additional time before the refund appears in your account.

If more than 15 business days have passed since we approved your refund, please contact us at support@yourapexwellness.com.

Questions

For questions about returns or refunds, contact us at support@yourapexwellness.com.