Refund policy

Return & Refund Policy – Pet.Spirit

At Pet.Spirit, we understand that our products hold a special place in your home and heart. Our goal is to provide a seamless experience during this meaningful time. Please review our policy below for returns and refunds.

1. Return Window

You have 15 calendar days from the date of delivery to request a return. The delivery date is determined by the carrier's tracking information.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be in its original, unused condition (no ashes should have been placed inside).

  • The item must be returned in its original packaging, including all protective foam, the charger, the memorial bag, and the booklet.

  • Proof of purchase (order number or email) must be provided.

3. Personalized Items (Photo/Card Service)

While our resin urns are in-stock items, the customized memorial cards and printed photos are created specifically for your pet.

  • If you return a complete set, a flat fee of $10 USD will be deducted from your refund to cover the non-reusable personalized components.

  • Customer Responsibility: pet.spirit is not responsible for typos or low-quality images provided during the order process. These custom elements are non-refundable.

4. Damaged, Defective, or Incorrect Items

We take great care in 3D printing and inspecting every piece. If your item arrives damaged (e.g., cracked resin or a faulty light sensor):

  • Please contact us at calvingg9595@gmail.com within 72 hours of delivery.

  • Provide clear photos or a short video of the defect and the shipping box.

  • We will provide a pre-paid replacement or a full refund at no additional cost to you.

5. How to Start a Return

  1. Email calvingg9595@gmail.com with your Order ID and the reason for the return.

  2. Once your request is approved, we will provide the Return Shipping Address.

  3. Note: Please do not send items back to the "Sender Address" on the shipping label. Returns sent without prior approval or to the unauthorized addresses will not be accepted.

6. Return Shipping & Fees

  • Shipping Costs: Unless the item is defective, the customer is responsible for return shipping costs.

  • Restocking Fees: We do not charge restocking fees for the resin urn itself.

  • Tracking: We strongly recommend using a trackable shipping service. We are not responsible for returns lost in transit.

7. European Union 14-Day Cooling-Off Period

For our customers in the EU, you have the right to cancel your order within 14 days of delivery. However, per EU law (Article 16(c) of Directive 2011/83), this right does not apply to the personalized portions of your order (custom photos/cards).

8. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

  • Approved refunds will be issued to your original payment method within 7–10 business days.

  • Please note that banks or credit card companies may take additional time to post the refund to your account.