Refund policy

Return & Refund Policy

At Angel Paws Memorials, we want every customer to feel confident and cared for when placing an order with us.

Unless otherwise stated on the product page, non-customized products are covered by our 15-Day Satisfaction Guarantee. If you are not satisfied with your purchase, please contact us at [email protected] within 15 days of receiving your item. The item must be unused, in its original condition, and returned in its original packaging. Return shipping costs are the responsibility of the customer unless the item arrives damaged, defective, or incorrect.

Customized & Personalized Products

Some products on our website are custom-made or personalized, including but not limited to pet wool felt sculptures, personalized photo projection jewelry, engraved items, memorial pieces, and any product made using customer-provided photos, text, ashes, fur, or other personal materials.

Because these items are created specifically for each customer, customized and personalized products are not eligible for return or refund unless they arrive damaged, defective, incorrect, or significantly different from the approved order details.

For custom pet wool felt orders, if you are dissatisfied with the final item, please contact us at [email protected] within 7 days of receiving your order. We will carefully review your concerns and do our best to offer a reasonable solution. If additional modifications are possible, you may return the item at your own shipping cost, and we will make the requested adjustments where reasonably feasible.

Deposits & Custom Order Payments

For custom-made products, deposits are non-refundable once the order has been confirmed or once preparation, design, sourcing, or production work has begun, unless otherwise stated on the product page.

If you paid a deposit for a custom order, the deposit covers the time, materials, planning, communication, and reserved production slot required to begin your project.

For customers in the European Union, custom-made and clearly personalized products may be excluded from the standard right of withdrawal to the extent permitted by applicable law. This does not affect your statutory rights if the item is faulty, damaged, incorrect, or not as described.

Order Cancellation Policy

If you wish to cancel your order, please email us as soon as possible at [email protected].

For non-customized products, cancellations may be accepted before the order has been shipped.

For customized or personalized products, cancellations made within 24 hours of placing the order may be eligible for a full refund, provided that we have not started preparing, designing, sourcing materials, or producing your item.

If your custom order has already entered preparation or production, the deposit is non-refundable. If you paid in full, we may issue a partial refund after deducting the non-refundable deposit, material costs, design time, and any work already completed.

Order Change Policy

If you need to make changes to your order, please contact us at [email protected] as soon as possible, ideally within 24 hours of placing your order.

We will do our best to accommodate your request. However, once your order has entered preparation or production, changes cannot be guaranteed. Additional fees may apply if the requested change requires extra materials, redesign, rework, or extended production time.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or significantly different from the approved order details, please contact us within 7 days of delivery at [email protected] with your order number and clear photos or videos of the issue.

After reviewing your case, we may offer a repair, replacement, remake, partial refund, or another reasonable solution depending on the situation.

Refund Processing

Approved refunds will be issued to your original payment method. Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.

By placing an order with Angel Paws Memorials, you acknowledge that you have read and agreed to this Return & Refund Policy.

Please note: This is a custom-made/personalized item. Because it is created specifically for you using your pet’s photos or personal details, it is not eligible for return or refund unless it arrives damaged, defective, incorrect, or significantly different from the approved order details. Deposits are non-refundable once preparation or production has begun.