Returns and Refunds

Last updated: 28th May 2025

1. Bespoke Products

All Pawmorial products are bespoke items made to order with your pet's personal details. Due to the personalised nature of these products, we cannot accept returns or offer refunds on correctly manufactured items.

2. Faulty or Damaged Items

- 2.1 Reporting Issues

-- If you receive a faulty or damaged item, please contact us within 28 days of delivery. We're committed to resolving any quality issues promptly.

- 2.2 Replacement Process

-- For faulty or damaged items:

• Contact us at support@pawmorial.co.uk with photos of the issue
• Return the faulty item to us (at buyer's cost)
• Provide proof of postage for the return
• We will send a replacement once we receive the returned item

3. Incorrect Orders

If we have made an error with your order (wrong product, incorrect personalisation), we will:

• Arrange collection of the incorrect item at our expense
• Provide a correct replacement at no additional cost
• Expedite the replacement order

4. Digital Products

Digital memorial services and QR codes cannot be refunded once delivered, as they are immediately accessible upon purchase.

5. How to Contact Us

If you experience any issues with your order, please don't hesitate to contact us. We understand the emotional significance of our products and whilst we cannot offer returns on personalised items, we will always try to find a satisfactory solution to any problems.

Phone: Call us and we'll be glad to assist you
Email: support@pawmorial.co.uk

6. Your Legal Rights

This policy does not affect your statutory rights under UK consumer law. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.