Refund & Returns Policy – Pawlovers.me

At Pawlovers, every item is a tribute — a personal keepsake created with love to honor the animals that shape our lives.

Because all of our products are handmade and personalized based on your photos, we kindly ask for your understanding that we cannot accept returns or offer refunds due to a change of mind.

For any Return or Refund request, please use this Customer Service Form.

💛 Custom-Made with Your Pet in Mind

Our products — whether urns, gravestones, portraits, cups, or rings — are created from the photos you provide.

To help us capture your pet as accurately and lovingly as possible, we strongly recommend sending several clear, well-lit photos, ideally from the front, back, and side.

If your pet has any special features — a dot on the ear, an unusual marking, different-colored eyes — please let us know.

These little details matter, and we want to include everything that made your pet truly one of a kind.

Please also note:

  • Black pets may be portrayed in a slightly lighter tone to allow for visible detailing.
  • Lower-quality photos may affect the final result.
  • If we find that your submitted photos are not suitable, we will contact you and request replacements.

🚫 We Cannot Offer Refunds For:

  • Change of mind after placing the order
  • Dissatisfaction caused by poor photo quality or missing details we weren’t made aware of
  • Minor artistic interpretation due to the handcrafted nature of the items

📦 Damaged or Incorrect Orders

We stand by the quality of our work — but if something does go wrong, we’re here to make it right.

Please contact us at [email protected] within 30 days of delivery if:

  • Your item arrives damaged or broken
  • There is an error on our part (misspelled name, wrong customization, etc.)
  • Your order was lost or not delivered within 30 days of shipping

Include your order number and clear photos of the issue.

In eligible cases, we will send you a replacement or offer an appropriate solution — and you won’t need to return the damaged item.

🚚 Shipping Notes & Lost Packages

  • All shipments are tracked using the information provided at checkout.
  • If your package shows as delivered but not received, please allow 10 business days in case of courier delays.
  • If your order is officially marked as lost by the courier, we’ll offer a one-time free replacement.
  • Please note: International shipping fees are non-refundable.

🎁 Discounts and Coupons

If you have a discount code, make sure to enter it during checkout. Unfortunately, we are unable to apply discount codes retroactively to completed orders.

💳 Refund Processing

If we’ve confirmed your refund, but you haven’t received it yet, we kindly suggest:

  • Checking with your bank or credit card provider, as processing may take 3–5 business days.
  • If you still haven’t received your refund after that time, feel free to contact us at [email protected].

If you have any questions, concerns, or kind words to share, we’re always happy to hear from you.
Thank you for trusting us to be a part of your story — we promise to treat it with care. 🐾💛