Return & Refund Policy

Last updated: September 1, 2026

At PawUrnCo, we stand behind the quality of every memorial we create. We understand that purchasing a pet memorial is an emotional and important decision, and we want you to feel completely confident in your purchase. This Return & Refund Policy outlines our policies regarding returns, exchanges, refunds, and our satisfaction guarantee.

1. Our 100% Satisfaction Guarantee

We are committed to creating memorials that honor your pet with the quality and care they deserve. If your custom memorial arrives with a manufacturing defect, damage from shipping, or does not match the approved design proof, we will:

• Remake the item at no additional cost to you, OR
• Issue a full refund of the purchase price, at your option

This guarantee applies to all custom and personalized products. To make a claim under our satisfaction guarantee, please contact us within 14 days of delivery with photos of the issue and your order number.

2. Custom & Personalized Items

Because our 3D leather portraits, custom urns, and personalized products are made specifically for you and your pet, they cannot be resold. Therefore, we generally cannot accept returns or offer refunds on custom or personalized items for reasons other than manufacturing defects or shipping damage. This includes, but is not limited to:

• Change of mind after the order has been placed
• Dislike of the final product that matches the approved design proof
• Color variations due to monitor settings or natural material characteristics
• Minor variations in handcrafted products (each piece is unique)
• Orders placed with incorrect pet names, dates, or specifications (you approve the design proof before production)

However, we understand that circumstances change. If you need to cancel or modify your custom order, please contact us as soon as possible. We can usually accommodate changes or cancellations at no charge if the order has not yet entered production (before design approval). Once production has begun, changes may not be possible.

3. Non-Custom Items

For non-custom, non-personalized items (such as generic accessories, care products, or unpersonalized items), we accept returns within 30 days of delivery. To be eligible for a return, the item must be:

• Unused and in the same condition you received it
• In the original packaging
• Accompanied by a receipt or proof of purchase

To initiate a return of a non-custom item, please contact us at [email protected] with your order number and reason for return. We will provide you with a return shipping label and instructions. Return shipping costs for non-defective items are the responsibility of the customer and will be deducted from your refund. Original shipping charges are non-refundable.

4. How to Initiate a Return or Claim

To initiate a return, exchange, or make a claim under our satisfaction guarantee, please follow these steps:

1. Contact us: Email [email protected] within 14 days of delivery. Please include your order number, a description of the issue, and photos if applicable.
2. Wait for approval: Our customer care team will review your request and respond within 1-2 business days with next steps. Please do not return any items without receiving approval and a return authorization number.
3. Ship the item back: If a return is approved, we will provide you with a prepaid return shipping label (for defective items) or instructions for purchasing a label (for non-defective returns). Carefully package the item and ship it to the address provided.
4. Receive your refund or replacement: Once we receive and inspect the returned item, we will process your refund or send a replacement. Refunds are typically processed within 5-7 business days of receiving the returned item.

5. Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• Approved refunds: Will be processed and a credit will automatically be applied to your original method of payment within 5-7 business days. The timing of the refund appearing on your statement depends on your credit card company or bank.
• Partial refunds: May be granted for items that are returned in non-original condition, damaged due to improper packaging, or returned more than 30 days after delivery.
• Late or missing refunds: If you haven't received a refund within 10 business days of approval, first check your bank account again, then contact your credit card company (it may take time before a refund is posted). Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at [email protected].

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective item for the same item, please contact us and we will arrange for the return of the defective item and ship a replacement at no cost to you. For non-custom items, if you would like to exchange for a different product, please return the original item for a refund and place a new order for the desired product.

7. Shipping Damage

If your order arrives damaged due to shipping, please take photos of both the damaged packaging and the product, and contact us within 48 hours of delivery. We will file a claim with the shipping carrier and arrange for a replacement to be sent to you as quickly as possible at no extra cost. Please retain all packaging materials, as the carrier may require them for the claim.

8. Order Cancellations

• Before production: You may cancel your order at any time before production begins (before you approve your design proof for custom items, or within 24 hours for non-custom items) for a full refund.
• During production: Once production has begun, cancellations may not be possible. If we are able to cancel an order in production, a restocking fee of up to 30% may apply to cover materials and labor already invested.
• After shipping: Once an order has shipped, it cannot be cancelled. You may refuse delivery or return the item according to our return policy (non-custom items only).

9. Gift Orders

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return (for non-custom items). Once the returned item is received, a gift certificate will be mailed to you. If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

10. Items Not Eligible for Return

The following items are not eligible for return or refund:

• Custom or personalized products (unless defective or damaged in shipping, covered by our satisfaction guarantee)
• Digital products or design proofs
• Gift cards
• Items that have been used, altered, or damaged by the customer
• Items returned more than 30 days after delivery (non-custom items)
• Items returned without original packaging

11. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

• Email: [email protected]
• Email: [email protected]

We are committed to your satisfaction and will work with you to resolve any issues. Your trust means everything to us, and we want your PawUrnCo memorial to be a source of comfort and healing for years to come.