Refund policy

At ForeverPetMemo, we want you to feel confident in every purchase—here’s our transparent policy designed for a smooth experience, made just for pet parents and compliant with EU and US e-commerce standards.

1. Return Eligibility & Timeline

  • We offer a 30-day return window from the day you receive your item. For orders shipped to the European Union (EU), you also have the legal right to a 14-day cooling-off period (no reason needed) alongside our 30-day policy.
  • To qualify for a return: Items must be unused, unworn, and in their original condition—with all tags, packaging, and accessories intact.
  • You’ll need a valid receipt or proof of purchase.
Custom pet memorial keepsakes (like personalized memory spheres with engraved details) are non-returnable—they’re crafted specifically for your fur baby. We always recommend double-checking your customization details before placing your order!

2. How to Start a Return

  1. Email our support team at support@foreverpetmemo.com to start a return. Be sure to include your order number and reason for the return.
  2. Once approved, we’ll send you our return address
  3. A pre-paid return shipping label (if the return is due to a defective, damaged, or incorrect item).
  4. Step-by-step packaging instructions to keep your memorial keepsake safe during transit.
  5. Note: Items sent back without prior approval won’t be accepted or processed.

3. Shipping Costs for Returns

  • Free return shipping: Only provided if the item has quality issues (e.g., defective, damaged) or we sent the wrong product—we’ll cover all costs to make it right.
  • Customer responsibility: Unless the item has quality issues, you’ll cover return shipping costs for returns due to personal reasons (like change of mind or size preferences) or non-defective items. This helps us keep pricing fair for our custom, handcrafted products.

4. Non-Returnable Items

We can’t accept returns for:
  • Custom/personalized products (e.g., engraved memory spheres, custom photo keepsakes).
  • Sale items, gift cards, or clearance merchandise.
  • Perishable goods, hazardous materials, flammable liquids, or personal care items (not applicable to our pet memorial line, but included for full transparency).

5. Damages & Issues

Please inspect your order right when it arrives. If your item is defective, damaged, or you received the wrong product:
  • Contact us at support@foreverpetmemo.com within 48 hours of delivery, and include photos of the issue along with your order number.
  • We’ll prioritize fixing the problem—options include a free replacement, full refund, or repair (whichever best honors your fur baby’s memory).

6. Exchanges

The fastest way to get the item you want is to:
  1. Return your current item (following the steps above).
  2. Once your return is approved, place a new order for the replacement product.
Note: If you request an exchange for personal reasons (e.g., wanting a different design), you’ll be responsible for both the return shipping of the original item and the shipping cost of the new product.

7. Refund Process

  • After we receive and inspect your return (usually 3–5 business days), we’ll email you to let you know if your refund is approved.
  • Approved refunds are processed within 10 business days and credited back to your original payment method (like a credit card or PayPal).
  • Please allow extra time for your bank or credit card company to process the refund—this varies by institution, typically 3–7 business days.
  • If 15+ business days have passed since your refund was approved and you haven’t received it, contact us at support@foreverpetmemo.com—we’ll resolve it quickly.

Need Help?

Our pet-loving support team is here for you—reach out anytime at support@foreverpetmemo.com with questions, concerns, or feedback. We treat every memorial keepsake with the same care we know you give your fur baby’s memory.