Returns & Refunds Policy

1Personalised and Custom-Made Products

Most of our products are engraved or made to your specifications. Once your artwork has been approved and production has commenced, orders for personalised products cannot be cancelled or returned merely because you have changed your mind, or because the finished product contains natural variations in colour, texture, engraving depth, dimensions, or appearance as described in Clause 2.2 of our Website Terms and Conditions.

This restriction does not apply to products that are:

• Defective;
• Damaged in transit;
• Incorrectly supplied; or
• Materially different from the approved artwork or specifications.

In those cases, please see section 4.

2Non-Personalised Products: 7-Day Cooling-Off Period

For products that are not engraved, personalised or made to your specifications (for example, ready-made urns and keepsakes), you may cancel your order and return the item within seven (7) days of delivery, without giving a reason, as provided for in the Electronic Communications and Transactions Act.

• Items must be unused and returned in their original packaging.
• You are responsible for the direct cost of returning the item to us.
• We will refund the full purchase price within thirty (30) days of receiving your cancellation.

3Gift Cards

4Defective, Damaged or Incorrect Items

You retain all rights available under the Consumer Protection Act in relation to defective, damaged, unsafe, or incorrectly supplied goods. Where a product is found to be defective in terms of Sections 55 and 56 of the Consumer Protection Act, you are entitled to the remedies available under the Act, including repair, replacement, or refund where applicable.

Damage in transit

Other defects

Please contact us as soon as you notice a problem, and within six (6) months of delivery.

5How to Request a Return or Refund

1. Contact usEmail info@petmemorials.co.za or WhatsApp 075 194 6311 with your order number, a short description and photos.
2. We respondWe'll reply within two (2) business days with the next steps.
3. CollectionIf a return is needed for a defective or incorrect item, we'll arrange courier collection at our cost.

Please don't send items back without contacting us first. Our Midrand workshop is not open to walk-ins.

6Refunds

Approved refunds will be processed using the original payment method where reasonably possible. For Ozow (Instant EFT) payments, refunds are paid into the bank account the payment was made from, within seven (7) business days of approval.

7Lost Parcels

Where The Courier Guy confirms that a parcel has been lost in transit before successful delivery, we will, subject to stock availability and the circumstances of the claim, either manufacture and dispatch a replacement product or provide a refund. See our Delivery Policy for details.