Refund and Returns Policy for Pet Prints

Effective Date: [Sep, 25, 2024]

At Pet Prints, we are committed to providing high-quality custom pet memorial products that meet your needs and honor the memory of your beloved pet. Due to the personalized nature of our products, special terms apply to refunds and returns.

1. Custom-Made Products

Since all of our products are custom-made and designed according to your specifications, they are non-refundable and non-returnable once production has begun. This includes, but is not limited to:

• Personalized urns with names, dates, or inscriptions
• Custom memorial plaques or keepsakes
• Engraved or specially designed items
• Any other product specifically made based on your custom requests

We encourage you to carefully review your order details, including personalization requests and product specifications, before confirming your purchase. Once production has started, we cannot make any changes or offer refunds.

2. Exceptions

We understand that mistakes can happen, and we want to ensure your satisfaction. In the following cases, we may offer a replacement or a refund:

• Defective or Damaged Items: If you receive a product that is damaged during shipping or has a manufacturing defect, please contact us within 7 days of receiving your item. We may request photographs of the damage or defect for verification purposes.
• Incorrect Customization: If the item you received does not match the customization details you provided (e.g., incorrect name, date, or inscription), we will correct the mistake at no additional cost to you. Please notify us within 7 days of receiving the incorrect product.

In these cases, we will provide a replacement or offer a refund for the defective or incorrect product. Shipping costs for returning defective items will be covered by us.

3. Cancellation Policy

Orders for custom-made products may only be canceled within 24 hours of purchase, as production typically begins shortly after an order is placed. After this window, cancellations are no longer possible.

4. Non-Custom Products

For any non-custom products (if applicable), our standard return policy applies. Non-custom items may be returned within 30 days of purchase, provided they are unused, in their original packaging, and in resalable condition. Please note that you are responsible for return shipping costs.

5. How to Initiate a Return or Report an Issue

To initiate a return or report a defective or incorrect item, please contact us at support@petprintsmemorials.com. Be sure to include your order number and details of the issue. We will work with you to resolve the matter as quickly as possible.

6. Shipping Costs

Refunds or replacements due to manufacturing defects, damage in transit, or incorrect customization will include free return shipping. However, for any non-custom items returned for other reasons (if applicable), the customer is responsible for the return shipping costs.

7. Refund Processing

If a refund is approved under our policy, it will be processed within 7-10 business days to your original payment method. Please note that the timing of the refund may vary depending on your financial institution.

8. Contact Us

If you have any questions about our Refund and Returns Policy, please feel free to contact us:

Pet Prints
Email: support@petprintsmemorials.com