Refund policy

PetHearts Refund & Return Policy

We deeply value our PetHearts customers and want you to feel completely comforted and confident when choosing to honor your beloved pet with us. We understand the emotional significance of your tribute and strive to provide exceptional service with fairness, transparency, and compassion.

Our 30-Day Comfort Guarantee

PetHearts accepts returns or exchanges for products purchased directly from our website within 30 days of receiving your order, under the following conditions:

  • Items must show no visible signs of damage or use.

  • All original packaging should remain intact.

  • Any signs of use or damage may compromise your eligibility for a return or exchange.

Unfortunately, we cannot process returns or exchanges requested after 30 days from receipt of your order.

To initiate a return or exchange, please email support@pet-hearts.com with your order number and a brief explanation of your reason for return. Our compassionate customer care team will assist you promptly.

Exchanges

To request an exchange, contact our customer care team at support@pethearts.com, providing your order number and the reason for exchange. We will process your exchange swiftly, in line with our guidelines on this page.

Return Shipping

Return shipping costs are the customer's responsibility. If returning an item valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance. PetHearts cannot guarantee receipt of returned items.

Please note, if packages are returned to us due to multiple unsuccessful delivery attempts or failure to collect from your local postal facility, we will issue a refund minus a restocking fee.

Refunds

Once your return is received and inspected, our customer care team will notify you via email. If your refund is approved, it will be processed immediately, and a credit will be automatically applied to your original method of payment within 2-5 business days. Please allow additional time for your bank or payment processor to complete the refund.

Damaged or Defective Items

If your PetHearts medallion or tribute arrives damaged or defective, please contact us immediately at support@pethearts.com. We will prioritize resolving your issue quickly and sensitively.

Damage or defect claims must be reported within 72 hours of receiving your order. Claims reported after this period may not be honored. We reference delivery timestamps when reviewing such claims.

Feedback & Support

Your emotional comfort matters deeply to us. If you have any questions, feedback, or concerns, please reach out to our compassionate team at support@pet-hearts.com. We sincerely value your feedback and continually strive to enhance our products and services.

Replacement Packages

We provide replacements for orders received damaged, defective, or missing components. Once approved, your replacement order will be processed within 1-5 business days. Shipping times are as follows:

  • UK Orders: 2-5 business days

  • International Orders: 5-15 business days

For further questions or concerns about your refund, exchange, or replacement, please don’t hesitate to email us at support@pet-hearts.com. We’re here to support you.