Returns & Refund Policy

1. General Policy
At LovePetMemorial, we want you to love your pet memorial keepsake. If you’re not completely satisfied, you may return unused items within 15 days of delivery. Custom or personalized items (e.g., engraved urns, fur-encapsulated jewelry) are non-returnable except in cases of defects (see Section 3).

2. Standard Product Returns
Eligible items include:

  • Undamaged, unused products in original packaging.
  • Non-personalized items (e.g., pre-made photo frames, unengraved urns).

Return Process:

  1. Contact our support team at wuxilonggg@gmail.com with your order number.
  2. We’ll issue a Return Authorization (RA) number and shipping label.
  3. Package securely and send back within 7 days of RA approval.
  4. Refund processed within 3 days of inspection (excluding shipping costs).

Refund Method:

  • Original payment method (credit card, PayPal, etc.).
  • Shipping fees are non-refundable unless return is due to our error.

3. Custom & Personalized Items
Non-Refundable Unless:

  • Human-caused damage
  • Shipping damage (verified with photos within 72 hours of delivery).

Exceptions for Pet Memorials:

  • If your customized item does not honor your pet’s memory (e.g., wrong photo/text):
    • We’ll remake it at no cost.
    • Or offer a refund if remake isn’t possible.

4. Non-Returnable Items

  • Personalized keepsakes (engraved items, custom artwork).
  • Digital products (e.g., printable memorial templates).
  • Items marked "Final Sale."
  • Perishable goods (e.g., fresh flowers).

5. Refund Timeline

Scenario Refund Processing Time
Standard Return 5–7 business days after inspection
Custom Defect 3 business days after remake approved
Credit Card Refund 5–10 business days (depends on issuer)

6. Exchanges
Exchanges only offered for identical or similar products of equal value.
Note: Exchanged items cannot be personalized again.

7. How to Start a Return

  1. Email: wuxilonggg@gmail.com
  2. Include: Order number, photos (if damaged), reason for return.
  3. Wait for RA + return label.
  4. Ship with tracking.

9. International Returns
Customers are responsible for return shipping costs unless the item is defective. Customs/duty fees are non-refundable.

10. Contact & Exceptions
For urgent questions: wuxilonggg@gmail.com | +8613767539447

 Contact us directly.

Legal Compliance

  • EU Buyers: Under EU law, digital and personalized goods are exempt from standard cooling-off periods.
  • US Buyers: Custom goods are non-returnable except for defects.