Refund policy

We know what these pieces mean. We don't take that lightly. If your piece doesn't arrive exactly as you hoped, we'll make it right.

OUR APPROACH

Each Pawmento piece is custom-made from your pet's photo, hand-finished, and engraved permanently into metal. Because every piece is unique to you, we approach returns differently than mass-produced jewelry: our standard resolution is a free remake rather than a refund.

ELIGIBLE FOR FREE REMAKE

The following situations qualify for a free remake of your piece:

- Manufacturing defects (engraving errors, metal flaws, clasp issues)
- Damaged in shipping (must be reported within 14 days of delivery)
- Wrong product received (we'll send the correct piece immediately)
- Engraving doesn't accurately reflect the photo you submitted

For any of these, please contact us at support@pawmento.shop within 14 days of delivery with:

1. Your order number
2. A clear photo of the issue
3. A brief description

We'll respond within 1-2 business days and arrange the remake at no cost to you.

CHANGE OF MIND ON CUSTOM ORDERS

Because each piece is engraved specifically for you with your pet's photo, we're unable to accept returns or exchanges based on change of mind. The piece you receive is one of a kind — there's no inventory to restock.

We encourage you to:
- Review your photo upload carefully before submitting
- Reach out to us at support@pawmento.shop before you order if you have any questions about how your photo might look engraved

PHOTO QUALITY CONCERNS

If your submitted photo is too low resolution or unclear for clean engraving, our team will reach out to you before production begins to request an alternative photo. We won't proceed with production on a photo that won't render well — we'd rather take a little extra time than send you something that doesn't honor the memory properly.

LOST OR DELAYED ORDERS

If tracking shows your package has not been delivered within the estimated delivery window, contact us at support@pawmento.shop within 30 days of the estimated delivery date. We'll work with the carrier to investigate and arrange a free remake.

Packages marked as "Delivered" by the carrier are subject to a different process — see our Shipping Policy for details.

REFUNDS (RATHER THAN REMAKES)

In rare cases where a remake is not possible — for example, if a product has been discontinued — we will issue a full refund to your original payment method. Refunds are processed within 5-7 business days. Depending on your bank or card issuer, it may take an additional 2-10 business days to appear in your account.

CANCELLATIONS

If you'd like to cancel an order, please contact us within 24 hours of placing it. After that window, production may have already begun and we may not be able to stop the process. We'll always do our best to accommodate, but cannot guarantee cancellation after production starts.

CONSUMER RIGHTS

Nothing in this policy limits your statutory consumer rights under applicable law, including the UK Consumer Rights Act 2015, the EU Consumer Rights Directive, the Australian Consumer Law, the New Zealand Consumer Guarantees Act, and U.S. state consumer protection laws.

If you believe your statutory rights have been breached, please contact us at support@pawmento.shop and we will resolve the matter in accordance with applicable law.

QUESTIONS

For any refund or return questions, reach out to us at support@pawmento.shop. We respond within 1-2 business days.