Return & Refund Policy

Return & Refund Policy

Your happiness is important to us! We know custom pet keepsakes are full of sincere love. Every piece is carefully handmade to capture your pet’s lovely look and preserve your precious moments together.

1. Return Policy
   If you are not completely satisfied with your order, please contact us at support@evermorepet.com within 7 days of receiving your item. We will do our best to address any concerns or issues you may have.

For Wool Felt Products:
Due to the handmade nature of our wool felt keepsakes and the significant time, skill, and care invested in creating your one-of-a-kind piece, we do not accept returns for change of mind.

If you would like additional modifications to your wool felt piece, you may ship it back to us at your own expense, and we will gladly make the desired changes to ensure it meets your expectations.

For All Other Products:
For our non-handmade custom products (crystal engravings, puzzles, necklaces, etc.), we accept returns within 7 days of delivery if the item is unused and in its original packaging. You will be responsible for return shipping costs.

2. Order Cancellation Policy

We understand plans may change, and we aim to be flexible whenever possible. Due to different production cycles and material arrangements, our cancellation terms differ across our product lines.

For All Non-Wool Felt Products

(Crystal engravings, puzzles, necklaces, keychains, and all other custom products)

• Before design confirmation: You may cancel your order freely before we share the digital design preview. We will issue a full refund for your payment.
• After design confirmation but before production starts: If you cancel within 24 hours after approving the design, we will refund 50% of your total payment.
• After production begins: We are unable to accept cancellations, as each item is custom-made exclusively for you.

For Wool Felt Products (Our Handmade Signature Collection)

Our handmade wool felt keepsakes take 1 to 3 months to fully craft by hand, with the exact timeline depending on the size and intricate details of your pet’s custom portrait.To reserve dedicated working hours and prepare specialized materials for your custom pet keepsake, a 20% non-refundable deposit is required for all wool felt orders.

• Before design confirmation: You may cancel your order at this stage. We will refund all paid amounts, excluding the 20% non-refundable deposit.
• After design confirmation but before production starts: If you cancel within 24 hours after design approval, we will refund 50% of your total payment.
• After production begins: Once our artisans start working on your unique wool felt piece, we can no longer accept cancellations. Every piece is handcrafted exclusively for your beloved pet, with great time, effort and materials invested. These custom items cannot be repurposed or resold to others.

1. Order Change Policy
   If you wish to make changes to your order, please email us at your earliest convenience within 24 hours of placing the order. We cannot guarantee changes beyond this time frame, as we may have already started working on your design.
2. Quality Guarantee
   If your item arrives damaged, defective, or does not match the approved design preview, please contact us immediately with clear photos of the issue. We will:

• Remake your item for free and ship it to you at no additional cost, OR
• Issue a full refund to your original payment method

Thank you for understanding and supporting our handmade process. We truly appreciate the opportunity to help you keep your pet’s memory alive forever.