Refund policy
Our Commitment
We understand commissioning a memorial is an act of trust. Each piece carries one pet's name, one family's story — and we take that responsibility seriously.
Below is exactly what to expect, exactly how we protect you, and exactly how you can help us create something perfect.
Three-Stage Promise
Stage 1: Within 24 Hours of Order
Full Refund, No Questions
Changed your mind? Email us at support@pawcelain.com with your order number. We haven't started yet, so you receive a 100% refund within 3–5 business days.
• This window closes 24 hours after your order is placed.
Stage 2: The Painting Confirmation
Your Moment to Perfect
After 7–10 days, we send you a photo of the hand-painted piece. This is your decision point:
| Your Choice | What Happens |
|---|---|
| Love it | We glaze, fire at 1280°C, and ship. Your memorial is complete. |
| Need adjustments | One free revision. We repaint within 3 days and send a new photo. Please be specific: "The eyes need to be rounder" or "The white patch is slightly too low." |
| Still not right | 50% refund. The piece will be donated to a local animal shelter in your pet's name. |
Why 50%?
By this stage, we have invested: premium Jingdezhen clay, 7–10 days of our master craftsman's labor, kiln firing preparation, and the opportunity to create for another family. This policy respects both your trust and our craft.
Revision scope: One revision covers adjustments to the same set of feedback. If you request changes to more than 3 distinct features, we may recommend reassessing the order.
Stage 3: Delivery & Beyond
Protected Arrival, Lasting Memorial
| Situation | Our Response |
|---|---|
| Arrived damaged | Free Remake. If your piece arrives damaged, we will remake it at no charge. Please send us clear photos of the damage within 48 hours of delivery. |
| Simply changed your mind | Custom memorials cannot be returned. Each piece is permanently inscribed with your pet's identity — it cannot become someone else's. |
How to Help Us Create Perfection
The #1 reason for revisions? Unclear photos.
Before uploading, please ensure:
| Requirement | Why It Matters |
|---|---|
| At least 3 photos | Multiple angles help us capture true personality — front, side, and a favorite expression. |
| High resolution | Blurry photos lose the details that make your pet them. We need to see eye shine, fur texture, and whisker placement. |
| Good lighting | Natural daylight shows true colors. Avoid heavy shadows or flash glare. |
| Note your priority | In the "Details" box, tell us: "Please focus on the eyes" or "The white chest patch is most important" or "She always had one ear slightly down." |
Questions about your photos? Email support@pawcelain.com before ordering — we're happy to review and advise.
Our Track Record
In three years of creating memorials:
- Less than 4% of families request Stage 2 refunds
- 96% who stay through Stage 2 tell us the piece became more meaningful — because they helped shape it
- 100% of damaged deliveries resolved to customer satisfaction
We don't aim for perfect statistics. We aim for pieces that honor perfect love.
Contact Us
| Reason | Response Time | |
|---|---|---|
| Order questions | support@pawcelain.com | Within 24 hours |
| Photo review (pre-order) | support@pawcelain.com | Within 24 hours |
| Revision requests | support@pawcelain.com | Immediate acknowledgment, 3 days to complete |
| General care | support@pawcelain.com | Always |
Final Note
This policy exists because we believe in transparency over surprises, craft over convenience, and relationship over transaction.
If anything here feels unclear, email us. We read every message, and we respond to each one.
— The Pawcelain Team
Jingdezhen, China
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: pawcelain.com