Return & Exchange Policy

Last Updated: May 20, 2026

Store Name: Everlasting Paws

Website: everlastingpaw.com

Thank you for shopping with Everlasting Paws. This Return & Exchange Policy explains how returns, exchanges, refunds, cancellations, damaged items, incorrect items, and undeliverable packages are handled.

By placing an order on everlastingpaw.com, you agree to the terms of this Return & Exchange Policy. Nothing in this policy limits or excludes any mandatory consumer rights that apply to you under the laws of your country, state, or region of residence.

1. Return Window

Unless a longer period is required by applicable law, you may request a return for eligible non-custom products within 30 days after your order is delivered.

For customers located in the European Union, United Kingdom, or other regions where a statutory cooling-off period applies, you may have the legal right to cancel an online purchase within 14 days after receiving the goods, subject to legal exceptions.

Return requests submitted after the applicable return window may not be accepted unless the product is defective, damaged, not as described, or protected by mandatory consumer law.

2. Important Rule for Custom and Personalized Products

Because many Everlasting Paws products may be personalized, customized, engraved, made-to-order, or produced based on your submitted photo, text, pet details, design choice, or other personalization information, these products cannot be returned or exchanged for change-of-mind reasons once production has started.

Examples of change-of-mind reasons include no longer wanting the item, choosing the wrong size or color, submitting the wrong photo or text, ordering by mistake, or not liking a reasonable design or production variation.

This custom-product rule does not affect your rights if the item is defective, damaged, incorrect, materially different from the product description, or protected by mandatory consumer law.

Please review all personalization details carefully before placing your order. If you notice an error after ordering, contact us as soon as possible. We cannot guarantee changes can be made after production has started.

3. Eligibility for Returns

To be eligible for a return, the return request must be submitted within the applicable return window and the item must generally be unused, clean, and in the same condition in which you received it.

The item should be returned with original packaging, tags, labels, manuals, accessories, and proof of purchase where applicable.

The item must not be marked as final sale, non-returnable, customized, personalized, digital, perishable, or excluded for hygiene or safety reasons.

The item must not have been damaged by misuse, improper care, unauthorized repair, alteration, or normal wear and tear.

4. Non-Returnable Items

Unless required by applicable law, the following items may not be eligible for return or exchange: customized, personalized, made-to-order, engraved, or photo-based products after production has started; gift cards, store credits, downloadable products, digital goods, or software; final sale, clearance, sample sale, or promotional items clearly marked as non-returnable; items that have been used, washed, altered, installed, assembled, damaged, or are missing original packaging, tags, accessories, or manuals; products that cannot be returned for hygiene, health, or safety reasons once opened or unsealed; and perishable goods, consumables, or products with a limited shelf life where applicable.

If you are unsure whether your product is eligible for return, please contact us before sending it back.

5. How to Start a Return

To request a return, please contact us at maihuton@gmail.com before sending any item back. Returns sent without prior authorization may be delayed, refused, or returned to the sender.

Please include your order number, full name and email address used for the order, product name or SKU, reason for return, and photos or videos if the item is damaged, defective, incorrect, or not as described.

If your return request is approved, we will provide return instructions and, where applicable, a return address or return label.

6. Return Address

Please do not return products to the sender address shown on the shipping label unless we specifically instruct you to do so.

The return address may vary depending on your location, product type, and return reason. We will provide the correct return address after your return request is approved.

You are responsible for ensuring that the returned package is properly packed and shipped with a trackable shipping method. We are not responsible for returns that are lost, damaged, or delivered to the wrong address due to incorrect return handling by the customer.

7. Return Shipping Costs

For change-of-mind returns, size/color preference changes, duplicate purchases, or other customer preference reasons, you are generally responsible for the cost of return shipping unless we state otherwise or applicable law requires otherwise.

If the product is defective, damaged upon arrival, incorrect, or materially different from the product description, please contact us within 7 days after delivery. After review, we may provide a prepaid return label, replacement, exchange, repair, refund, or other remedy as required by applicable law.

For EU / UK cooling-off returns, customers may be responsible for the direct cost of returning goods where this is disclosed before purchase, unless the product is faulty, incorrect, not as described, or we have agreed to pay the return cost.

8. Exchanges

We may offer exchanges for eligible products, depending on product availability and the reason for the exchange.

Exchange requests may be accepted for reasons such as wrong size or variant selected by the customer for eligible non-custom products, defective or damaged item, incorrect item received, or product replacement approved by our customer service team.

If the replacement item is unavailable, we may offer a refund, store credit, or alternative product, depending on your preference and applicable law.

For faster processing, we may recommend returning the original item and placing a new order for the replacement product.

9. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, incomplete, or incorrect item, contact us at maihuton@gmail.com within 7 days after delivery.

Please provide clear photos or videos showing the product issue, outer shipping package, shipping label, and any damaged packaging, missing parts, or incorrect product details.

After reviewing your case, we may offer one or more of the following remedies: repair, replacement, exchange, refund, partial refund, store credit, or other remedy required by applicable law.

10. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method unless otherwise agreed or required by law. Please allow 5-10 business days for your bank, card issuer, payment provider, or financing provider to process and post the refund.

Original shipping fees may not be refundable unless the return is caused by our error, the product is defective, the product is not as described, or applicable law requires otherwise. Expedited shipping fees, gift wrapping fees, route protection fees, and other optional service charges may not be refundable unless required by law.

If your refund is delayed, please first check with your bank or payment provider. If you still have not received your refund after the expected processing time, contact us at maihuton@gmail.com.

11. Order Cancellations

You may request to cancel your order before it has been processed, packed, shipped, or moved into production for custom-made products. Once a custom or personalized order has started production, it generally cannot be cancelled for change-of-mind reasons.

Once an order has been shipped, it generally cannot be cancelled and must be handled as a return after delivery where eligible.

If we are unable to ship your order within the promised timeframe, we will notify you where required and provide available options, which may include waiting for the order or cancelling the order for a refund where applicable.

We reserve the right to cancel orders due to product unavailability, payment failure, suspected fraud, pricing errors, shipping restrictions, incomplete customization information, or other reasonable business reasons. If we cancel your order after payment has been made, we will issue a refund to the original payment method.

12. EU / UK Consumer Rights

If you are a consumer located in the European Union, United Kingdom, or another region with mandatory consumer protection laws, you may have additional legal rights that cannot be excluded by this policy.

For many online purchases, EU / UK consumers have the right to cancel the contract within 14 days after receiving the goods, subject to legal exceptions. After notifying us of cancellation, you may be required to return the goods within the legally required period and in accordance with our return instructions.

Certain goods may be excluded from the right of cancellation, including customized or personalized goods, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, digital content after performance has begun with your consent, perishable goods, and other legally recognized exceptions.

If a product is faulty, not as described, or not fit for purpose, you may have legal remedies such as repair, replacement, price reduction, or refund, depending on your location and applicable law.

Nothing in this policy affects your mandatory statutory rights.

13. United States Customers

For customers located in the United States, return and exchange rights may vary depending on state law and the specific terms stated on our website at the time of purchase.

We will handle eligible returns, refunds, cancellations, and shipping delays in accordance with applicable federal and state consumer protection requirements. If a product is defective, damaged, incorrect, or materially not as described, please contact us promptly so we can review and resolve the issue.

14. Refused, Unclaimed, or Undeliverable Packages

If a package is refused, unclaimed, returned due to an incorrect address, or returned because delivery could not be completed, we may deduct the original shipping cost, return shipping cost, customs fees, carrier charges, or other costs from any refund where permitted by law.

If the package is returned to us and you still want the order, you may be responsible for additional reshipping fees.

We are not responsible for delays, losses, or additional charges caused by incorrect, incomplete, or outdated shipping information provided by the customer.

15. International Returns, Duties, and Taxes

For international orders, customs duties, import taxes, VAT, brokerage fees, and other government charges may apply. Unless otherwise required by law, these charges are the customer’s responsibility and may not be refundable by us.

If you return an international order, you may need to contact your local customs authority to request any applicable duty or tax refund. We cannot guarantee that customs authorities will refund these charges.

16. Chargebacks and Disputes

If you have a problem with your order, please contact us first so we can try to resolve it. Opening a chargeback or payment dispute may delay the return, exchange, or refund process while the payment provider reviews the case.

We reserve the right to provide order records, tracking information, communication records, delivery confirmation, and other relevant evidence to payment providers or dispute resolution bodies when necessary.

17. Contact Us

If you have any questions, please contact us:

· Everlasting Paws

· Email: maihuton@gmail.com

· Return Address: The return address will be provided after your return request is approved. Please do not return products to the sender address shown on the shipping label unless we specifically instruct you to do so.

· Website: everlastingpaw.com