Refund Policy

At Eternal Love, we understand that every custom memorial piece carries a deep, irreplaceable emotional value. Our craftsmen dedicate their hearts and time to carving each name and date with the utmost care and respect. Because our products are highly personalized and handcrafted, we have established the following gentle and fair policy:

1. Damaged in Transit (Our 100% Peace of Mind Guarantee)

We pack each wind chime and heart-shaped garden stone with custom, high-density shockproof packaging. However, if your tribute arrives broken, cracked, or chipped due to international transit, please do not worry:

• Simply take a quick photo of the damaged item and packaging within 14 days of delivery.
• Send it to us at care@eternallovepets.com.
• We will completely hand-craft and ship a 100% free replacement immediately, no return of the broken item required.

2. Typographical Mistakes & Customization Errors

If the final engraving has a spelling mistake or incorrect dates that do not match the custom specifications you confirmed at checkout, we take full responsibility. Please notify us at care@eternallovepets.com with a photo of the item, and we will immediately remake and ship your custom tribute for free.

3. Return & Cancellation Policy

Since each item is uniquely engraved with your pet's details, they cannot be resold. Therefore, we cannot accept returns or offer refunds for change-of-mind reasons after crafting has begun.

If you need to cancel or change your customization details, please contact us within 2 hours of placing your order. Once our craftsmen begin carving, the order cannot be altered or cancelled.

Thank you for trusting us with your beautiful memories. We are always here to support you at care@eternallovepets.com.