Refund policy

RETURN & REFUND POLICY
Last updated: February 25, 2026

At STARLITPAW, each memorial product is created with care. Due to the nature of our items—particularly pet urns and personalized memorial pieces—we do not accept returns or refunds except in cases of damaged, defective, or incorrect products.

1. ELIGIBLE RETURN REASONS
We only accept returns or issue refunds if the item meets one of the following conditions:

The item arrived damaged or broken.

The item has a major defect that affects normal use.

The item you received is incorrect (wrong item sent).

Window: The issue must be reported within 7 days of receiving the product.

2. NON-RETURNABLE SITUATIONS
We do not accept returns or refunds for:

“Change of mind” or buyer’s remorse.

Personalized, engraved, or customized items (unless defective).

Incorrect color, size, or pet weight/urn capacity chosen by the customer.

Delayed delivery caused by logistics or customs.

Items damaged by misuse or improper handling.

3. HOW TO REQUEST A RETURN / REFUND
If your item is damaged, defective, or incorrect, please contact our support team:

Email: official@starlitpaw.com

Please Include: Your Order Number, Proof of Purchase, and clear photos/videos showing the issue.

Our team will review your case within 2–3 business days.

4. REPLACEMENT OR REFUND
If approved:

We will send a replacement OR provide a full refund to your original payment method.

Refunds are typically processed within 7–10 business days after approval.

5. ORDER CANCELLATION
Orders can only be cancelled if they have NOT been shipped.

For personalized items, cancellation must be requested within 12 hours of placement. Once production or shipping begins, the order cannot be cancelled.