At forevermorepets, customer satisfaction is important to us. We want customers to have a clear understanding of our return, exchange, and refund procedures.
Please review this policy before placing an order.
1. Return Eligibility
For eligible non-customized products, customers may request a return within 7 days after delivery.
To qualify for a change-of-mind return, products generally must:
- Be unused and in their original condition.
- Include original packaging and accessories.
- Include proof of purchase or an order number.
- Be returned in accordance with our return instructions.
These conditions do not limit rights arising from defective, damaged, or incorrectly supplied products under applicable law.
2. Non-Returnable Products
Subject to applicable consumer protection laws, certain products may not qualify for change-of-mind returns, including:
- Personalized pet memorial products.
- Custom-made or engraved products.
- Products featuring customer-submitted photographs or messages.
- Used products that cannot be safely resold for hygiene reasons.
- Items specifically identified as final sale before purchase, where legally permitted.
If such products arrive defective, damaged, or materially different from the order, customers may still be entitled to an appropriate remedy.
3. Damaged, Defective, or Incorrect Items
If you receive an incorrect, damaged, or defective item, please contact us promptly.
Email: veloriafineart@outlook.com
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs, when available.
We will review the issue and offer an appropriate replacement, repair, refund, or other remedy in accordance with applicable law.
4. How to Request a Return
To initiate a return:
- Contact our customer support team by email.
- Include your order number and reason for return.
- Wait for our return instructions and the appropriate return address.
- Package the item securely and send it using the approved procedure.
Do not send products to either listed business address without receiving return authorization.
The return destination may differ from our published contact addresses.
5. Return Shipping Costs
For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated at checkout or agreed by our customer service team.
If a product is defective, damaged, or incorrectly supplied, we will cover reasonable return shipping costs where required by law.
6. Refund Processing
Once an authorized return is received and inspected, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method.
Refund processing time: [INSERT REFUND PROCESSING PERIOD] business days, excluding any additional time required by the payment provider.
Refunds required by law will be provided within the legally required timeframe, regardless of the estimate above.
7. Exchanges
If you would like to exchange an eligible item, please contact our customer support team.
Exchange requests depend on product availability and applicable return conditions.
For defective or incorrect items, we will provide the remedies required by law.
8. Order Cancellations
Customers may contact us to request cancellation before an order has been dispatched.
For customized products, cancellation may be restricted once production has started, subject to applicable law and the terms disclosed before purchase.
Where cancellation is legally required or accepted, the appropriate refund will be processed.
9. Lost or Undelivered Packages
If an order has not arrived within the communicated delivery timeframe, please contact us.
We will investigate with the relevant delivery provider and offer appropriate assistance or remedies according to applicable law.
10. Consumer Rights
Nothing in this policy excludes, restricts, or replaces mandatory consumer rights relating to faulty products, misdescription, non-delivery, or other legally protected circumstances.
11. Contact Information
For return or refund assistance, please contact:
forevermorepets
Email: veloriafineart@outlook.com
WhatsApp: +44 7568 231149
USA Address:
5 Everett Avenue, Monterey Park, CA 91755, USA
Hong Kong Address:
Room 1508, 15/F, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong