100% Pre-Firing Refund & 30-Day Transit Guarantee
At Pawforever, every memorial urn is an irreplaceable tribute handcrafted with love and utmost reverence by our master ceramic artisans in Jingdezhen. Because our pieces are custom-made from your pet's photos, our return and refund policy is designed to protect your peace of mind while honoring the artistic process.
1. 100% Full Refund Before Kiln-Firing (Zero Risk)
We provide a hand-painted digital design preview within 3–5 business days of your order. You enjoy free, unlimited revisions until you are completely in love with the likeness. If for any reason you are not satisfied with the preview, or if you change your mind before giving final approval for kiln-firing, you may cancel your order for a 100% full refund immediately. No questions asked.
2. Custom Order Policy (After Kiln-Firing)
Once you give explicit approval and your piece enters the kiln for high-temperature reduction firing (1,250°C), the mineral pigments fuse permanently into the vitreous porcelain. Because each piece is deeply personalized with your pet's portrait, name, and dates, we cannot accept returns or cancellations once kiln firing has begun.
3. 30-Day Transit & Quality Guarantee (100% Free Remake)
We pack each urn in a custom-cut, high-density shockproof gift box. However, ceramic is fragile, and international transit can occasionally be rough. If your order arrives damaged, chipped, cracked, or with any manufacturing flaw:
- Contact us within 48 hours of delivery at support@pawforever.com (or reply to your order confirmation email).
- Please include your order number and 2–3 clear photos showing the damaged item and packaging.
- We will prioritize your order and remake and reship a brand-new urn at 100% zero cost to you, or provide a full resolution.
4. Questions & Support
If you have any questions about your order or need assistance, please contact our team via our Contact Page or email us at support@pawforever.com. We respond to every family within 24 hours.