Refund Policy
Last updated: November 3, 2026
Custom and Personalized Products
A custom order may be cancelled for a full refund only before production begins. Once production has begun, a custom or personalized item cannot be cancelled, returned, or fully refunded because of a change of mind.
The custom production period is approximately 15-20 business days and includes the artwork preview stage. Please reply to the preview within 72 hours. If we do not receive a reply within 72 hours, the preview is treated as approved and production continues.
One complimentary artwork revision is included before final firing. If you remain dissatisfied after that revision, we will issue a 50% refund. After the preview is approved or treated as approved and final firing proceeds, portrait changes are no longer possible.
Ready-made Products
Ready-made, non-personalized products may be returned within 30 days of delivery. The item must be unused, in its original condition, and returned in its original packaging. Contact support@pawcelain.com before returning an item.
The customer is responsible for return shipping. Any original $9.90 shipping charge is non-refundable.
Damaged, Incorrect, or Defective Items
Contact us within 48 hours of delivery with the order number and clear photographs of the item, inner packaging, and outer package. Keep all packaging while the case is reviewed. After verification, we will arrange an appropriate replacement, remake, or refund.
Refund Timing
Approved refunds are submitted to the original payment method within 3-5 business days. Your bank or payment provider may need additional time to post the credit.
Company Information
Company name: Everpet Memories Limited
Registered address: Room A5, 7/F, Astoria Building, No. 34 Ashley Road, Tsim Sha Tsui, Hong Kong
Email: support@pawcelain.com
Website: https://pawcelain.com