Refund policy

At Still By Your Side, we strive to provide comfort through our personalized letters. Because every letter is custom-written and generated specifically for you and your pet, we handle returns and refunds differently than a standard retail store.

Non-Returnable Items Due to the highly personalized nature of our service, we do not accept physical returns of letters that have already been generated and shipped. You do not need to mail received letters back to us.

Cancellations & Prorated Refunds We understand that circumstances change. You may cancel your service at any time.

If you cancel a prepaid subscription or service package, you are eligible for a prorated refund based on the remaining, unused portion of your service.

• How it works: We will calculate the refund based on the number of letters remaining in your subscription term that have not yet been shipped.

• The Calculation: The refund amount is calculated by taking the total amount paid and subtracting the value of the letters already sent.

To initiate a cancellation and request your prorated refund, please contact us at orders@stillbyyourside.com.

Damages and Issues Please inspect your letter upon arrival. If the item is damaged (e.g., torn during shipping, water damage) or if there is a printing error regarding the personalization details, please contact us immediately at orders@stillbyyourside.com.

Since we do not accept physical returns, please include a photo of the damaged or incorrect item in your email. We will evaluate the issue and send a replacement letter at no additional cost to you.

European Union 14-day Cooling Off Period If you are residing in the European Union, you have the right to cancel your service contract within 14 days, for any reason and without a justification.

• If you cancel within this period and no letters have been sent, you will receive a full refund.

• If a custom letter has already been produced and shipped within this 14-day period, the cost of that specific personalized item may be deducted from the refund, as custom-made goods are generally exempt from standard return rights. The remaining balance of the service will be fully refunded.

Refund Processing Once your cancellation request is received and the prorated amount is calculated, we will notify you of the refund amount via email.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

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