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Refund & Return Policy

Your satisfaction and peace of mind are important to us.

At The Pet Keepsake, we want you to be completely satisfied with your purchase. Please read our return policy carefully before placing an order.

1. Customized Items

Due to the deeply personal and customized nature of our pet memorial products (such as engraved urns, custom photo jewelry, and ashes pendants), we are unable to accept returns or exchanges for a change of mind.

If your item arrives damaged, or if the engraving does not match the design proof you approved, we are here to help. Please contact us at info@thepetkeepsake.com within 7 days of receiving your order, including a clear photo of the damage or defect.
We will offer a free replacement or a full refund.
If we ask you to send the item back, we will cover the return shipping cost.

Please ensure your shipping address is correct at checkout. We are not responsible for orders shipped to incorrectly provided addresses.
If an order is returned to us due to an insufficient address, we will contact you to arrange re-shipping (additional shipping fees may apply for re-shipment).

Because every item is made to order, you may cancel your order at any time before you approve your design proof. Once you approve the proof, production begins and the order cannot be cancelled.

If you have any questions about our Refund & Return Policy, please email us at info@thepetkeepsake.com.

Have a question?

Drop us an email and we'll get back to you as soon as possible.