Politique de remboursement

At Pet Soul Match, every order is prepared with care. If something is not right with your order, please contact us and we will do our best to help.

1. Non-Personalized Items

For eligible non-personalized products, you may request a return within 30 days of receiving your order.

To be eligible for a return, the item should be:

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Change-of-mind return shipping costs are generally the responsibility of the customer unless otherwise required by applicable law.

2. Personalized & Custom-Made Items

Many Pet Soul Match products are made specifically for you and your pet, including engraved items, personalized memorial keepsakes, pet-style selections, photo-based products, and other made-to-order pieces.

Because these items are individually created, personalized or custom-made products are generally not eligible for change-of-mind returns, exchanges, or cancellations once production has begun.

If you need to request a change or cancellation, please contact us as soon as possible. We may be able to make changes before production begins, but changes cannot be guaranteed once production is underway.

This restriction does not apply where a personalized item arrives damaged, defective, incorrect, or does not match the personalization information you submitted.

3. Damaged, Defective, Incorrect, or Transit-Damaged Orders

If your order arrives damaged, defective, incorrect, or with confirmed shipping damage, please contact us as soon as possible, preferably within 7 days of delivery.

Please include:

After reviewing the information, we may offer an appropriate solution such as:

The appropriate solution will depend on the circumstances of the order.

4. Personalized Order Errors

Customers are responsible for reviewing personalization details before submitting an order, including names, dates, spelling, engraving text, breed or style selections, photographs, and other custom information.

If the finished item does not match the personalization information you submitted, please contact us so we can review the issue.

If the item was produced correctly based on the information provided by the customer, it may not qualify for a refund or remake solely because the submitted information was incorrect.

5. Return Shipping

Please do not return an item until you have contacted us and received return instructions.

For approved change-of-mind returns of eligible non-personalized products, return shipping costs are generally the responsibility of the customer.

If a return is required because the item is damaged, defective, incorrect, or otherwise our responsibility, we will provide instructions based on the circumstances of the order.

For some damaged, defective, or personalized products, a physical return may not be required. We may instead ask for photographs or other information to help us review the issue.

6. Refunds

Once an approved return or refund request has been reviewed, we will notify you of the outcome.

Approved refunds are generally issued to the original payment method.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear, depending on your bank or payment provider.

Original shipping charges may not be refundable unless the refund results from an error on our part or applicable law requires otherwise.

7. Complimentary Gifts

Complimentary promotional gifts have no separate cash value and are not independently refundable.

If a qualifying purchase is returned or cancelled, we may request that the associated promotional gift also be returned where permitted by applicable law.

8. Consumer Rights

Nothing in this policy limits or excludes any consumer right that cannot legally be waived under applicable law.

9. Contact Us

If you have questions about a return, refund, cancellation, or damaged order, please contact:

Pet Soul Match

Email: hello@petsoulmatch.com

Website: petsoulmatch.com