Terms of Service

Last updated: November 3, 2026

This website is operated by Everpet Memories Limited under the Pawcelain name. By visiting the website or placing an order, you agree to these Terms of Service and the policies linked from this website.

Products and Handmade Variation

Pawcelain products are handmade ceramic pieces. Small variations in brushwork, glaze, surface, color, and form are natural characteristics of handmade work. Custom portraits are artistic interpretations based on the photographs and instructions supplied by the customer; they are not machine-identical reproductions.

We make reasonable efforts to display product colors and details accurately, but screen settings and handmade processes may cause minor differences. Product descriptions, dimensions, capacities, and availability may be corrected when an error is identified.

Orders and Payment

We may decline or cancel an order when payment is not authorized, information is incomplete, a requested design is not feasible, or a listing contains a material error. If we cancel a paid order, the applicable amount will be refunded to the original payment method.

Custom Orders and Preview Approval

Customers are responsible for supplying clear reference photographs and accurate names, dates, wording, and design instructions. Custom production is approximately 15-20 business days and includes the preview stage.

We send an artwork preview before final firing. Please respond within 72 hours. If no response is received within that period, the preview is treated as approved and production continues. One complimentary revision is included. If the customer remains dissatisfied after that revision, Pawcelain will issue a 50% refund. After approval or deemed approval and final firing, changes are no longer possible.

Cancellations, Returns, and Refunds

Custom orders may be cancelled for a full refund only before production begins. Once production has begun, custom products cannot be cancelled, returned, or fully refunded for a change of mind. Ready-made products may be returned within 30 days of delivery if unused, in original condition, and in the original packaging. The customer pays return shipping, and any original $9.90 shipping charge is non-refundable. Full details appear in the Refund Policy.

Shipping, Duties, and Delivery

United States shipping is free. For other countries, shipping is free at a merchandise subtotal of $80 USD or more and costs $9.90 below that threshold. International orders are shipped DDP, with applicable import duties and taxes included. Estimated carrier transit is 8-15 business days after dispatch. Full details appear in the Shipping Policy.

Damage and Delivery Claims

Report shipping damage within 48 hours of delivery and include the order number plus clear photographs of the item, inner packaging, and outer package. Keep all packaging while the case is reviewed.

Acceptable Use and Intellectual Property

You may not misuse the website, interfere with its operation, submit unlawful material, or reproduce Pawcelain content, photography, product designs, or artwork without permission. Reference photographs must be yours or supplied with permission for the purpose of fulfilling the order.

Third-party Services

Some website functions, payments, shipping, analytics, and customer-service tools are provided by third parties. Their services may be subject to separate terms and privacy practices.

Limitation of Liability

To the fullest extent permitted by applicable law, Pawcelain is not liable for indirect, incidental, or consequential loss arising from use of the website or products. Nothing in these terms excludes rights or remedies that cannot lawfully be excluded.

Governing Law

These terms are governed by the laws applicable to Everpet Memories Limited in Hong Kong, without limiting mandatory consumer rights that apply in the customer's place of residence.

Changes to These Terms

We may update these terms by posting a revised version on this page. The version in effect when an order is placed applies to that order unless a change is required by law.