Return & Refund Policy

Fondamia sells photo-personalized, made-to-order keepsakes and a non-personalized Dog Collar Memorial Picture Frame that customers complete at home. Return eligibility depends on the product type. Please review the following information carefully before placing your order.

Custom & Personalized Items

Photo-personalized Fondamia products are custom-made specifically for you. For this reason, they cannot be returned or exchanged because of a change of mind.

For photo-personalized products, we also cannot accept returns or exchanges for issues resulting from information, images, or options submitted by the customer, including:

• Misspelled names

• Incorrect dates or personalization details

• An incorrect product, size, or frame option selected at checkout

• A low-resolution or unsuitable photo

• Details shown in a design proof that the customer approved

Please carefully review all product options before placing your order. For photo-personalized products, also review the spelling, dates, uploaded photo, and every detail shown on the final proof before approving it.

Colors may appear slightly different depending on screen settings, printing materials, and the handmade nature of the product. Minor variations that do not materially change the approved design are not considered defects.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or different from what you ordered because of an error on our part, please contact us within 48 hours of delivery. Claims submitted after 48 hours may be reviewed on a case-by-case basis.

Email hello@fondamia.com and include:

• Your order number

• A clear description of the issue

• Clear photos of the affected item

• Photos of the outer and inner packaging if the item arrived damaged

• A photo of the shipping label if requested

Once we have reviewed the issue, we will offer an appropriate resolution, which may include a free remake, a replacement, or a full refund for the affected item.

You will not be charged for a replacement or remake caused by damage, a defect, or an error on our part.

In most cases, you will not need to return the item. Please do not send any product back unless we specifically ask you to do so. If a return is required because of damage, a defect, or our error, we will provide return instructions and cover the return shipping cost.

Cancellations and Order Changes

Cancellation or order-option change requests must be submitted within 24 hours of placing the order.

To request a cancellation or change, email hello@fondamia.com with your order number and the requested change.

Eligible orders canceled within the 24-hour window will receive a full refund to the original payment method.

After 24 hours, order processing or design work may have started. For photo-personalized products, physical production begins only after final proof approval. Cancellation and order-option change requests submitted after 24 hours are not guaranteed and will be considered individually.

Submitting a change request may also delay production and delivery.

Non-Personalized Dog Collar Memorial Picture Frame

The Dog Collar Memorial Picture Frame is not personalized by Fondamia; you add the photo and collar at home. If you want to request a change-of-mind return, email hello@fondamia.com before sending the item back. Eligibility and return instructions depend on the item’s condition and applicable consumer law. Do not return an item without authorization.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or incorrect because of an error on our part:

• Custom and personalized products

• Custom products purchased during a sale or promotion

• Gift cards

Refunds

Once we have reviewed your request, we will email you to confirm whether your refund has been approved.

Approved refunds will be processed to the original payment method. After the refund has been issued, your bank or card provider may take up to 10 business days to post the funds to your account.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at hello@fondamia.com.

Your Statutory Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws, including your rights when an item is defective, damaged, or materially different from its description.

Contact Us

For questions about orders, returns, replacements, cancellations, or refunds, email us at hello@fondamia.com.