Return & Refund Policy

At AshPaws, we understand that losing a beloved pet is an emotional and difficult time. Our goal is to provide meaningful, high-quality memorial products, and we stand behind the care that goes into every order.

30-Day Return Policy

We accept returns on most non-customized products within 30 days of purchase.

Items That Are Not Eligible for Return

For health, safety, and personalization reasons, we are unable to accept returns for the following items:

  • Products that have come into contact with cremated remains
  • Custom or personalized items, including engraved or customized products
  • Products damaged due to customer handling or misuse
  • Items returned more than 30 days after the purchase date
  • Items with acceptable variations in color, shape, or material texture, which are natural characteristics of handcrafted memorial products

How to Request a Return

To initiate a return, please contact us:

📧 Email: [email protected]

Please include your order number and a brief explanation of the reason for the return.

Note: Customers must have access to email in order to receive a return shipping label.

Return Instructions

Once your return request is approved and you receive a return shipping label:

  1. Print the shipping label provided via email
  2. Package the item carefully, preferably in the original packaging
    • If original packaging is unavailable, please ensure sufficient padding and protection
    • Items returned damaged due to insufficient packaging may not be eligible for a refund
  3. Securely tape the return label to the package
  4. If reusing the original box, place the new label over the old shipping label
  5. Drop the package off at your local post office or carrier location

Refund Process

Once the returned item is received, it will be carefully inspected by our team.

  • You will be notified via email once your refund is approved or rejected
  • Approved refunds will be issued to the original method of payment
  • Please allow time for inspection and processing before the refund is completed
  • A confirmation email will be sent once the refund has been processed

Refunds & Custom Engraving

If a personalized or engraved item contains an error, we will review the cause:

  • If the error was made by AshPaws, we will issue a refund or replacement
  • If the error was due to customer-submitted text or artwork, we are unable to offer a refund

We strongly encourage customers to carefully review spelling, capitalization, dates, and grammar before submitting customization details. While we strive to catch obvious errors, we engrave exactly what is provided.

Exchanges

If your item arrives damaged or defective, we will gladly replace it with the same item.

We cannot offer exchanges for:

  • Items with acceptable natural variations in color, shape, or material texture

To request an exchange, please email us at [email protected] with your order details and photos if applicable.

Shipping Costs

  • Return shipping costs are the responsibility of the customer
  • We will provide a return label, and the cost of return shipping will be deducted from the refund amount
  • Expedited shipping fees from the original order are non-refundable

If you have any questions or concerns at any point, please don’t hesitate to reach out to us at [email protected]. We are here to help and support you.