Refund policy
Refund Policy
At Lovfur, we understand that this is an emotional time. Whether you're ordering a memorial or simply seeking comfort, we're here to support you—before, during, and after your purchase.
If you have any questions or concerns, please reach out to us at support@lovfur.com. We're here 24/7.
60-Day Returns
Non-Custom Items (Ready to Ship)
You have 60 days from receipt to return non-custom items for a full refund. Items must be unused and in original packaging. Buyer pays return shipping unless the item is defective.
Custom POD Items (Personalized Memorials)
Because these pieces are made especially for you—with your pet's name, photo, and dates—they cannot be returned for a refund due to buyer's remorse.
But if we made a mistake, we'll make it right.
Our Guarantee to You
If your custom order arrives with:
- Incorrect engraving (different from your approved proof)
- Damage during shipping
- Wrong size or item
We will replace it at no cost to you, or issue a full refund—whichever you prefer. Simply email us a photo of the issue within 60 days of receipt.
Preview Before Crafting
For all custom orders, we email you a digital proof within 24 hours. You approve it before we start crafting. This ensures your memorial is exactly as you imagined—and helps prevent mistakes.
Your peace of mind matters more than speed.
Exceptions
We cannot accept returns for:
- Items damaged due to normal wear and tear
- Issues reported more than 60 days after delivery
- Custom items where the approved proof was correct but you changed your mind
Refund Process
Once we receive your returned item (for non-custom returns) or approve your replacement request (for custom issues), refunds are processed within 5–7 business days. The funds will return to your original payment method.
You'll receive an email confirmation when your refund has been issued.
Questions?
We're here 24/7—even if you just need someone to listen.
Email: support@lovfur.com
Live chat: Available on our site