Return Policy
We deeply understand the love behind every pet memorial. Because each piece is often custom-made to honor your companion, returns and exchanges are only possible if an item arrives damaged or defective. This way, we can ensure every order is treated with the same care and respect your pet deserves.
To qualify for return, your item must be in the same condition as when you received it, unworn or unused, labeled, and in its original packaging. You will also need a receipt or proof of purchase.
Return Process
To guarantee a fast and efficiently warranty process:
- Please inform us your order number, describe the issue of the product and provide us pictures or video that can display the problem.
- Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
- Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.
- If you do not provide sufficient information, we have the right to reject your request for return. Thank you for your understanding and we deeply appreciate your cooperation.
If the Buyer refuses the product, the Seller shall return to the Buyer the amount paid by the Buyer under the agreement, except for the Seller's expenses for the delivery of the returned product from the Buyer and other related expenses, including customs fees and duties, no later than ten days from the date of the Buyer's submission of the relevant claim.
Damage and Problems
Please check your order upon receipt, if the goods are defective, damaged or received the wrong goods, please contact us immediately, so that we can evaluate the problem and deal with this problem.
Exceptions/Non-returnable goods
Certain types of goods are non-returnable, such as custom goods (such as special orders or personalized goods). If you have any questions or concerns about a particular product, please contact us.
If you have any refund problem you can email us by support@nomepans.com, we will try our best to deal with it ASAP.