Refund policy

Refund, Cancellation & Order Change Policy

We are a small, independent business committed to delivering high-quality pet care products while maintaining strict hygiene and safety standards. Because our products come into direct contact with pets and cannot be resold, we operate under a strict all-sales-final policy.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to the terms outlined below.

All Sales Are Final – No Cancellations or Order Changes

ALL SALES ARE FINAL.

Once an order is placed, it cannot be canceled, modified, edited, or changed for any reason, including but not limited to:

  • Change of mind

  • Ordering by mistake

  • Incorrect product, size, or quantity selected

  • Incorrect or incomplete shipping address

  • Gift purchases

  • Buyer’s remorse

As a small business, orders are processed immediately and automatically, making cancellations or changes impossible once submitted.

No Returns & No Refunds

Due to hygiene and safety regulations, we do not accept returns or issue refunds under any circumstances, even if the product:

  • Is unused

  • Is still in its original packaging

  • Was ordered by mistake

  • Was purchased as a gift

  • Is no longer wanted or needed

Returned items are never restocked or resold to protect the safety of pets and customers.

Damaged or Defective Items (Replacement Only)

If your item arrives damaged or defective, a replacement may be issued at our sole discretion after review of the required evidence.

✔ Replacements are the only resolution offered
✖ Refunds, partial refunds, goodwill refunds, or store credit are not available

Time Limit for Claims

All damage or defect claims must be submitted within 8 hours of carrier-confirmed delivery.

Claims submitted after this 8-hour window will be automatically denied, with no exceptions.

Customers are responsible for inspecting their order immediately upon delivery.

Required Proof (Mandatory – No Exceptions)

To qualify for a replacement, ALL of the following must be provided:

1. Photo Evidence

Clear, well-lit photos showing:

  • The outer shipping package (all sides)

  • The shipping label with tracking number clearly visible

  • The product inside the package

  • A close-up of the damaged or defective area

2. Video Evidence

One continuous, unedited video clearly showing:

  • The unopened package

  • The product being removed from the package

  • The damage or defect

  • The product being powered on or used (if applicable)

Edited, cut, filtered, staged, or unclear videos will not be accepted.

3. Written Explanation

A written explanation answering:

  • What exactly is wrong with the item?

  • When was the issue first noticed?

  • Does the product function at all?

  • Has the product been used, washed, modified, or altered?

  • Was the shipping package damaged upon arrival? (Yes / No)

Important Conditions

  • Claims missing any required proof will be automatically denied

  • Claims cannot be processed if the product, packaging, or contents have been discarded

  • Normal wear, cosmetic variations, misuse, accidental damage, or user error are not considered defects

  • Replacement approval is determined solely by our team after evidence review

Resolution

  • Approved claims receive a replacement only

  • No refunds, partial refunds, or returns will be issued

  • Replacement shipping follows standard fulfillment timelines

No Refunds Will Be Issued For

  • Change of mind or buyer’s remorse

  • Pet not liking or using the product

  • Shipping or delivery delays beyond our control

  • Incorrect or incomplete address entered by the customer

  • Opened, used, or handled items, regardless of condition

  • Packages marked as delivered by the carrier

If a package is misdelivered by the courier, a replacement may be issued at our discretion. Refunds will not be provided.

Chargeback Policy

Unauthorized or fraudulent chargebacks are taken seriously.

If a chargeback is initiated without first contacting us:

  • We will submit tracking confirmation, order records, customer communication, and this policy to the payment processor

  • Filing a chargeback in violation of this policy constitutes a breach of our Terms of Service

  • Fraudulent claims may result in a permanent ban from future purchases

  • We reserve the right to pursue further action in cases of abuse or fraud

Contact & Support

For assistance, contact:
📧 support@pupmemorial.com

Please allow 1–2 business days for a response.

Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. Continued use of our website and completion of a purchase constitutes acceptance of the current version of this policy.