Refund policy

Refund Policy - Soul Haven Pet Memorials

Effective Date: January 3, 2026

Last Updated: January 3, 2026

Thank you for choosing the pet urn products and services of Soul Haven Pet Memorials. We are committed to providing you with high-quality memorial products while protecting your legitimate rights and interests. This Refund Policy aims to clearly explain the refund rights, applicable conditions and handling procedures you are entitled to after purchasing products on this independent station, and applies to all transactions completed through the official independent station of Soul Haven Pet Memorials.

Please carefully read this Policy before purchasing. Placing an order means that you have understood and agreed to all the provisions of this Policy. If you have any questions about refunds, you can consult customer service through the "Contact Us" channel at the end of this Policy.

一、Scope of Application

This Refund Policy applies to all pet urn products sold on the Soul Haven Pet Memorials independent station, including non-customized standard products and personalized customized products (such as engraving, photo printing, exclusive shape customization, etc.).

Note: Products purchased on third-party platforms (such as Amazon, eBay) must follow the refund rules of the corresponding platform and the policies of third-party sellers, and this Policy does not apply.

二、Refund Conditions

（一）Non-Customized Standard Products

1. No-questions-asked refund: Within 30 natural days after receiving the product, if you are not satisfied with the product and the product remains in its original state (unused, undamaged, original packaging and accessories complete, does not affect secondary sales), you can apply for a no-questions-asked refund.

2. Quality problem refund: If the received product has quality defects (such as material damage, seal failure, size inconsistency with description, etc.), it is not subject to the 30-day limit. You can apply for a full refund at any time, and free replacement or reissue is supported.

（二）Personalized Customized Products

Due to the uniqueness and exclusivity of customized products, no-questions-asked refunds are not supported except for the following special circumstances：

· Customization content error: Engraving error, blurred/wrong photo printing, shape inconsistency with the confirmed plan due to our reasons;

· Product quality defect: The received customized product has non-human damage quality problems (such as cracking, deformation, inability to seal normally);

· Failure to ship as agreed: Failure to ship beyond the customization cycle, and failure to reach supplementary agreement after negotiation.

（三） Circumstances Not Eligible for Refund

· Non-customized products exceed the 30-day return period, or the returned product has been used, the packaging is damaged, or accessories are missing, affecting secondary sales;

· Demand changes of customized products due to your personal reasons (such as wrong information provided, change of mind, inconsistent expectations of customization effect);

· Product damage caused by improper manual use or poor storage;

· No valid order certificate, unable to prove that the product is sold by us;

· Order delivery failure due to force majeure (such as natural disasters, logistics interruption, customs policy changes) that has been notified to you in advance.

三、 Refund Application Process

1. Submit application: Submit a refund application through official email, WeChat customer service or independent station online customer service during working days (Monday to Friday 9:00-21:00 Beijing Time). The following information is required: order number, purchase date, refund reason, product photos/videos (proving product status or problems), recipient information and payment method details.

2. Review and confirmation: Customer service will complete the application review within 2 working days and notify you of the review result via email or in-site message. If approved, the designated return address will be provided simultaneously (documents required for customs clearance shall be noted for cross-border returns); if not approved, the specific reason will be explained.

3. Return the product: After the review is approved, please properly package and return the product to the designated address within 7 natural days, and keep the logistics tracking number for tracking. For cross-border returns, it is recommended to choose economic logistics channels to avoid high freight costs.

4. Acceptance and processing: After receiving the returned product, we will complete the acceptance within 3 working days. If the acceptance is qualified, the refund process will be initiated; if the acceptance is unqualified (such as failing to meet the refund conditions), the product will be returned and you will be informed of the specific situation.

四、 Shipping and Customs Clearance Fee Liability

Following the principle of 'responsibility tracing', the party responsible for bearing freight and customs clearance fees is determined according to the following rules：

· Our responsibility (quality problems, customization errors, wrong delivery/missing delivery): Return shipping fees, customs clearance fees and original order shipping fees are borne by us. You can choose to advance the shipping fee first and reimburse it with logistics documents after the return is accepted (the reimbursement amount does not exceed 30% of the order amount), or we will provide a prepaid shipping label.

· Your responsibility (no-questions-asked return, demand change due to personal reasons): Return shipping fees and customs clearance fees are borne by you, and the original order shipping fee will not be refunded.

· Logistics/customs reasons (such as logistics damage, customs policy changes): If the product is damaged due to the logistics company's responsibility, you will assist in claiming compensation from the logistics party, and we will provide necessary support; if customs clearance and return are not possible due to changes in customs policies, both parties will handle it through negotiation.

五、Refund Time Limit and Method

1. Refund time limit: After the product is accepted, we will initiate the refund process within 3-5 working days. The refund arrival time depends on your payment method, usually 3-15 natural days (cross-border payment may be delayed).

2. Refund method: It will be returned by the original payment path by default (such as credit card, PayPal, etc.). If the original payment method is unavailable, we will negotiate other safe refund methods with you via email.

3. Refund amount:

- Refund due to our responsibility: Full refund of the actual payment amount of the product + original order shipping fee (if any);

- No-questions-asked return refund: Refund of the actual payment amount of the product (excluding the original shipping fee);

- Partial refund: If the product has slight damage but does not affect core use, a partial refund can be made after negotiation (the specific ratio is confirmed by both parties).

六、Dispute Resolution

If you have objections to the refund review result or processing process, you can provide supplementary certification materials within 7 natural days after receiving the review result and apply for a second review from customer service. The second review result is the final handling opinion.

If the two parties cannot reach an agreement through negotiation, it can be handled through the consumer rights protection agency or cross-border e-commerce dispute resolution platform in your country/region.

七、 Contact Us

If you need to apply for a refund or consult about refund-related issues, you can contact us through the following channels:

· Official Email：zyf382978321@outlook.com

· Service Hours：Monday to Friday 9:00-21:00 (Beijing Time)

Soul Haven Pet Memorials reserves the final interpretation right of this Refund Policy. If this Policy needs to be updated due to changes in laws and regulations or business adjustments, a notice will be posted in a prominent position on the independent station, and the updated Policy will take effect from the date of publication.