Refund & Replacement Policy
Last updated: September 2026
"If you are not 100% moved by your memorial piece, we will make it right — always."
— Our Promise to Every Family
14-Day Compassionate Return Policy
We understand that you are purchasing something deeply personal during what may be a difficult time. That is why we offer a full refund, no questions asked, within 14 days of receiving your order. Simply reach out to us — you do not need to return the piece.
What Is Covered
- ✓You are not satisfied with the quality of the print or frame
- ✓The piece does not match your order specifications
- ✓Your order arrived damaged or defective
- ✓You simply changed your mind within 14 days
- ✓The wrong size or product type was delivered
Damaged Items
If your piece arrives damaged due to shipping, please photograph the damage and email us within 48 hours of delivery. We will ship a replacement at no cost, typically within 2-3 business days of your report.
How to Request a Refund or Replacement
- 1Email us at hello@pawandkeepsake.com with your order number
- 2Briefly describe your concern (no detailed explanation required)
- 3We will respond within 12 hours with confirmation
- 4Your refund will be processed to your original payment method within 3-5 business days
Contact Us
Email: hello@pawandkeepsake.com
Response time: Within 12 hours, Monday–Sunday