Refund policy

At Pawremi, we know how meaningful it is to honor the memory of a beloved pet.
Every memorial piece we create carries emotion, care, and intention — and we want you to feel fully supported throughout your purchase.

Below is our return, refund, and support policy, written with clarity, fairness, and respect.

1. Return Eligibility

We want every Pawremi customer to feel supported and treated fairly.

Please carefully review the following return conditions before placing your order.

Non-Personalized Products

For non-personalized and non-customized products, return requests may be submitted within 30 days of delivery.

To qualify for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging
  • Customers must contact us before returning any item

Return shipping costs for non-defective items are the customer’s responsibility.

Personalized & Handcrafted Memorial Products

Because personalized and handcrafted memorial products are made specifically for each customer, these items are non-returnable and non-exchangeable once production has begun or the item has been delivered.

This includes returns related to:

  • Change of mind
  • Personal preference
  • Size, color, or design expectations
  • Incorrect orders placed by the customer

These memorial products are created individually and cannot be resold or reused.

We appreciate your understanding and encourage customers to carefully review all personalization details before placing an order.

Damaged or Defective Items

If your order arrives damaged, defective, or with a confirmed quality issue, please contact us within 7 days of delivery.

After reviewing the issue, we may offer:

  • Replacement
  • Repair
  • Partial refund
  • Full refund

depending on the specific situation.

To help us resolve the issue quickly, customers may be asked to provide clear photos or videos showing the problem.

2. Non-Returnable Items

For personalized and handcrafted memorial products, we are unable to accept returns or refunds for reasons such as:

  • Change of mind or personal preference

  • Size, color, or design preference differences

  • Orders placed incorrectly by the customer

Because each piece is made uniquely for you, these items cannot be resold or repurposed.

That said — your experience matters deeply to us.

If there’s anything about your order that doesn’t feel right, please reach out. We’re always here to listen and help in any way we can.

3. Product Quality Issues

If your item arrives damaged or with a confirmed quality issue, please contact us within 7 days of delivery.

Once our team reviews and confirms the issue, we will offer one of the following solutions, depending on the situation:

  • Replacement – A new memorial piece will be created and sent to you at no additional cost

  • Repair – For minor issues, we may arrange a repair or replacement component

  • Refund – If the issue cannot be reasonably resolved, a refund to your original payment method may be offered

To help us assist you quickly, we may ask for clear photos or videos showing the issue.

4. Craftsmanship & Care Support

All Pawremi memorial urns are carefully handcrafted and inspected before shipping.

While these are not medical or electronic products, we stand behind the craftsmanship and materials used in every piece.

If you experience an issue related to workmanship within a reasonable period after delivery, please contact us.
We will review each case with care and fairness.

5. Refund Process

If a refund is approved:

  • You’ll receive an email confirmation

  • Approved refunds are processed within 3-5 business days; bank/card posting may take 5-10 business days

  • Funds will be returned to your original payment method

Please note that processing times may vary depending on your bank or payment provider.

6. Returns & Shipping

Please do not send any items back without contacting us first.

Our customer support team will provide the correct return instructions if a return is approved.

  • Return shipping costs are the customer’s responsibility unless the issue is due to a confirmed product defect or shipping error

  • Unauthorized returns may not be accepted

This process helps ensure your memorial is handled with care and tracked properly.

7. Contact Us

We’re here to support you — before, during, and after your purchase.

If you have any questions or concerns, please don’t hesitate to reach out:

📧 Email: sales@pawremi.com
📞 Phone: +852 6134 3556

Pawremi
CEREXEL NEXUS LIMITED | Hong Kong

Registered Business Address:Unit D18, 3/F, Wong King Industrial Building,
No. 2-4 Tai Yau Street, San Po Kong,Kowloon, Hong Kong

Your trust means everything to us.
Thank you for allowing us to help you honor a life that will always be remembered.