Refund policy

Return and Remake Policy

1. Return

All custom pet urns are made to order and cannot be returned.

2. Remakes for Errors or Damage
We will provide a remake if:

• there was a production error, or

• the urn was damaged during shipping.

Please note that design details cannot be changed in remake situations.
The remake will follow the exact specifications of the original order.

3. Handmade Characteristics
All urns are fully handcrafted.
Minor blemishes or small variations are normal and not considered defects.
These do not qualify an urn for a remake.
For more details, please refer to the “Handmade Blemishes” section.

4. Design Confirmation and Design Changes
Before the urn is shipped, we provide a two-day review period for you to confirm that the appearance of the urn is correct.
If you would like a remake with design changes, we can offer a 50% off coupon code to place a new order with updated details.

5. Return Shipping Costs
If you choose to send an urn back to us for any reason, customers are responsible for return shipping costs.

6. Communication and Issue Resolution
Since each urn is handmade and highly customized, occasional mistakes may occur.
If you have any concerns, please contact us directly so we can work with you to resolve the issue.

7. Reviews and Compensation
We do not offer remakes or discounts based on negative reviews.
If anything is not satisfactory, please reach out to us first—we are here to help.