Refunds and Returns

Last Updated: January 2025

At Pet Divine, we strive to provide exceptional digital pet memorial and cremation services worldwide. This Refund & Returns Policy outlines the conditions under which refunds, cancellations, and returns are processed.

For assistance, please contact us:
📧 Email: [email protected]

1. General Refund Policy

We offer refunds, store credit, or exchanges based on the type of service or product purchased. Please review the relevant sections below for details.

⏳ Refund Processing Time: 4-21 business days (depending on your payment provider).

📌 Refunds will only be issued to the original payment method.

2. Digital Services Refund Policy

As Pet Divine offers digital pet memorials and tribute services worldwide, refunds for digital purchases will follow these guidelines:

📍 Digital Memorial Tributes

• Non-refundable once a tribute page is published.
• If you request a cancellation before publication, a 90% refund will be issued (10% administrative fee applies).

📍 Virtual Tribute Candles & Flowers

• Due to their instant digital nature, all virtual tributes (candles, flowers, and guestbook entries) are non-refundable.

📍 Pet Portraits & AI-Generated Keepsakes

• Refunds only available if the service has not started.
• If custom work has begun, partial refunds (up to 50%) may be considered.

3. Cremation Service Refund Policy

If you no longer wish to proceed with a cremation package, the following refund policy applies:

📍 Before Cremation Has Taken Place
✅ Refund available minus 10% administrative fee.

📍 After Cremation Has Taken Place
❌ Non-refundable as the service has been fully completed.

4. Collection & Delivery Refund Policy

If you booked pet collection from home or a veterinary practice, or a delivery service for your pet’s remains, the refund conditions are:

📌 Cancellation With Less Than 24 Hours’ Notice:
✅ Refund minus 85% of total booking cost.

📌 Cancellation With More Than 24 Hours’ Notice:
✅ Refund minus 15% of total booking cost.

5. Physical Product Returns & Refunds

📌 Eligibility for Returns:

• Items must be unused and in their original condition.
• Returns must be initiated within 14 days of receiving the product.
• Customised items (e.g., engraved urns, personalised jewellery) are non-refundable, except in cases of damage or errors caused by Pet Divine.

📍 Damaged Goods

• If your item arrives damaged, please contact us within 3 working days.
• Provide clear photographs of the damage for review.
• A replacement or refund will be offered based on your preference.

📍 Faulty Goods

• Report faulty goods within 7 days of receipt.
• The Consumer Rights Act 2015 entitles customers to a replacement or refund if the goods are proven faulty.
• This does not apply to faults caused by misuse, neglect, or accidental damage.

📌 Return Shipping Costs:

• Customers are responsible for return shipping unless the product is faulty or incorrect.
• We recommend using a tracked service to ensure safe return.

6. Order Cancellation Policy

📍 For Physical Products:
✅ You have the right to cancel an order within 14 days of receipt.
✅ Refunds will be processed within 14 days of returned goods being received.
❌ Customised items cannot be cancelled once production has started.

📍 For Digital & Service-Based Orders:
❌ Digital services (tributes, virtual candles, AI portraits) are non-refundable once created.
✅ For cancellations before the service starts, a partial refund may be provided based on work completed.

7. Refund Timeline & Processing

📌 Refunds typically take 4-21 business days, depending on your payment provider:
✅ Square Payments: 2-14 business days
✅ PayPal & Credit Cards: 5-14 business days
✅ Bank Transfers: 7-21 business days

Refunds are always returned to the original payment method.

8. How to Request a Refund or Return

📌 Contact Us As Soon As Possible via:
📧 Email: [email protected]

When submitting a refund or return request, please provide:
✅ Order number or booking reference.
✅ Reason for the refund/return.
✅ Relevant photos (for damaged or faulty goods).

9. Global Compliance (GDPR, Consumer Rights & International Refund Policies)

📌 European Union (EU) – Consumer Rights Directive

• Customers have a 14-day right to withdraw from purchases (excluding customised items and digital services).

📌 United Kingdom – Consumer Rights Act 2015

• 30-day right to refund for faulty goods.
• 14-day cancellation period for most purchases.

📌 United States – CCPA Compliance

• Refund requests must be processed in accordance with fair business practices.

📌 Brazil – LGPD Consumer Protection

• Digital transactions must clearly disclose refund policies.

📌 Other Countries
We comply with applicable local refund policies based on your jurisdiction.

10. Updates to This Policy

We may update this Refund & Returns Policy from time to time. Changes will be posted on this page, and major updates will be communicated via email.

11. Contact Information

For refund and return inquiries, please contact:

📧 Email: [email protected]
🌍 Website: https://petdivine.org