Replacement & Refund Policy

At Paws and Memories, we deeply understand the significance of your keepsakes and their connection to your cherished family members. We are committed to ensuring that every piece you receive meets your expectations, and we’re here to make things right if it doesn’t.

30-Day Full Refund & One-Year Limited Replacement

We offer two flexible options for your peace of mind:

• Full Refund: Request a refund within 30 days of delivery for any of the reasons listed below.
• Replacement: Enjoy a one-year window to request a replacement for your item if it becomes damaged or faulty.

When You’re Eligible for a Refund or Replacement:

• Your item arrived damaged, defective, or broken.
• Part of your order is missing.
• You received the wrong size, color, or custom design.
• The product doesn’t meet your expectations or is not as described on our website.

Limitations:

While we strive to make things as simple as possible, there are a few situations where refunds or replacements may not apply:

• Requests made after 30 days for refunds or after one year for replacements.
• You’ve changed your mind or no longer desire the item.
• You’d like to modify the size, color, or custom details after receiving your order.
• You provided incorrect shipping information or customization details.
• The item was damaged due to improper use, mishandling, or insufficient care.

How to Request a Refund or Replacement:

We’ve made it easy for you:

Step 1: Contact us here begin the process.
Step 2: Provide a detailed description of the issue, along with a photo or video of the item or shipping label.
Step 3: Our customer service team will handle the rest and keep you updated every step of the way.

Once we issue your refund, please allow time for your payment method to process it. Here’s a general timeline:

• PayPal: 3-5 business days
• Credit card: Up to 10 business days

Our No-Return Policy:

We understand that returning an item can be time-consuming and burdensome, especially during a period of remembrance. That’s why, for most situations, we do not require you to return the item. Just share the details and photos with us, and we’ll resolve the issue.

Custom Memorials:

For personalized memorials, while returns are not possible, we will happily replace your item if we’ve made an error in the customization process. We’re committed to ensuring your tribute is exactly as you envisioned.

Your Satisfaction, Our Priority:

We’re here for you—whether you need a replacement or a refund. Contact us, and we will respond with care, understanding, and respect.