Refund policy

Because every Golden Hour Memorials piece is created and printed specifically for your pet, we handle returns a little differently than a typical retailer.

 

CUSTOM & PERSONALIZED ITEMS

Our memorial artwork and keepsakes are made to order using the photo and personalization details you provide. Because of this, we are not able to accept returns or exchanges for buyer's remorse, sizing preferences, or changes of mind once production has begun.

 

DAMAGED, DEFECTIVE, OR MISPRINTED ITEMS

We want you to love what arrives. If your order arrives damaged, defective, or with a printing error that does not match the artwork you approved, contact us within 30 days of delivery with your order number and a photo of the issue. We will work with our production partner to send a free replacement or issue a refund.

 

INCORRECT ADDRESS

Please double-check your shipping address at checkout. If a package is returned to our production partner due to an incorrect or incomplete address, we will reach out to arrange reshipment; additional shipping costs may apply.

 

HOW TO START A CLAIM

Email us with your order number, a description of the issue, and a photo. We typically respond within 1-2 business days.

 

REFUNDS

Approved refunds are issued to your original payment method. Please allow several business days for the refund to appear, depending on your bank or card provider.