Return & Refund
Last Updated: [September 28, 2025]
At Paw and Clay, we are committed to crafting a perfect, one-of-a-kind memorial for your beloved pet. Due to the entirely handmade and personalized nature of each ceramic pet urn, we have a strict policy regarding returns and refunds to ensure fairness and the sustainability of our craft. Please read this policy carefully before placing your order.
1. General Policy for Custom Orders
All our products are made-to-order, tailored specifically to your requests. Therefore, we do not accept returns or offer refunds for reasons of change of mind, slight color variations inherent to the ceramic glazing process, or after the order has entered the production phase as defined below.
2. The Customization & Approval Process
To ensure your complete satisfaction, we have built a clear approval step into our process:
Design Revision: During the initial design phase, we will provide you with one complimentary revision of the design (e.g., inscription layout, glaze selection preview) based on your feedback.
Final Approval Before Firing: Before the clay piece enters the kiln for its final, irreversible firing, we will send you a visual update for confirmation. Your approval at this “pre-firing” stage is final.
Point of No Return: Once you approve the piece for firing, the order is considered confirmed for production. Cancellations, returns, or refunds are not accepted after this point, as we will proceed with the firing, finishing, and packaging of your unique item.
3. Eligibility for Refunds or Re-makes
We stand behind the quality and accuracy of our work. Refunds or re-makes are only available under the following specific circumstances:
a) Dissatisfaction Before Firing Approval
If, after the one complimentary revision, you are still not satisfied with the design, you may choose to cancel the order for a full 100% refund.
b) Item Received is Incorrect
If the product you receive is fundamentally different from your approved custom design (e.g., wrong name, major shape discrepancy), contact us immediately at support@pawandclay.com. We will arrange for the return of the incorrect item and remake and ship the correct urn to you at our expense.
c) Item Damaged Upon Arrival
If the urn arrives broken or damaged, please provide photos within 7 days of delivery. We will resolve this as follows:
Severely Damaged / Unusable: We will make and ship a replacement free of charge.
Minor Damage / Still Usable: Please contact us for support. We may offer a partial refund or a discount on a future order as a gesture of goodwill, evaluated on a case-by-case basis.
d) Lost Package
If tracking indicates your package is lost in transit, please contact us at support@pawandclay.com. We will investigate with the carrier (e.g., DHL) and, based on their findings, either reship your order or process a refund.
4. How to Initiate a Claim
For any issue covered above, you must:
Contact our customer service team within 7 calendar days of the delivery date (or estimated delivery date for lost packages).
Send your email to: support@pawandclay.com
Include your order number and clear photographs or a detailed description of the issue.
5. Refund Processing
Approved refunds will be processed to your original payment method within 10-14 business days.
You will receive a notification email once the refund has been issued.
Please note that your bank or payment provider may require additional time to post the refund to your account.
6. Contact Us
For any questions regarding this Return & Refund Policy, please contact us at:
Email: support@pawandclay.com
We fully understand that this custom piece is a memorial of profound significance, and it is treated with the utmost care by both of us. Please be assured that should any issues arise, our team will work with you patiently and professionally to find a satisfactory resolution. Paw and Clay reserves the right of final interpretation regarding this policy and all customer service matters.