Return & Refund Policy
Every diorama is shaped by hand, hour by patient hour. This policy holds room for both sides — your peace of mind, and the time poured into each commission.
The $50 deposit — a 2-hour window
When you place a commission, work begins almost immediately — sketching, sourcing, and shaping. Because of this, the deposit is treated with care from the moment it's placed.
- ✦Within 2 hours of placing your order: Your $50 deposit is fully refundable — no questions asked — should buyer's remorse arise.
- ✦After 2 hours: The deposit becomes non-refundable, as work toward your diorama will have already begun.
- ✦If the studio cancels: If for any reason we choose not to take on your commission, your deposit is returned to you in full.
Completed dioramas — final sale
Each diorama is a one-of-a-kind heirloom, built only for the pet it honors. Because no two pieces are alike — and because every hour of handwork is sealed permanently into the final piece — completed commissions are not eligible for refund or remake on the basis of dissatisfaction.
We'll work closely with you throughout the process — sharing progress photos and welcoming your input — so that the final diorama honors them just as you envision.
If it arrives damaged in transit
We pack every diorama with painstaking care, but the road home can be unkind. If your piece arrives damaged, we will repair or fully remake it at no cost to you.
- ✦Please contact us within 7 days of delivery with photos of the damage and the original packaging.
- ✦We'll cover return shipping and the cost of restoration or recreation.
- ✦Where a faithful remake isn't possible, we'll discuss alternatives together.
How to request a refund
For eligible refunds, please reach out as soon as you can. Approved refunds are returned to your original method of payment and typically appear within 5–10 business days, depending on your bank.
Theheirloompet@gmail.com