Refund policy

Last updated: January 13, 2026

At SoulPetStories, each product is custom-made with love and care to honor the memory of your beloved pet. Because our items are personalized and made to order, all sales are final and non-returnable once production has begun.

No Returns or Exchanges

We do not accept returns, exchanges, or cancellations for personalized products. Please double-check all personalization details, such as names, dates, and photos, before submitting your order. Once your order has entered production, changes cannot be made.

Damaged or Defective Items

Your satisfaction is very important to us. If your item arrives damaged, or if there is an error in printing or manufacturing, we will gladly replace it at no additional cost. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To process a replacement, please contact us within 7 days of delivery and include:

• Your order number

• A clear photo of the item and packaging showing the issue

• A brief description of the problem

We’ll review your request promptly and provide next steps to ensure you receive a perfect replacement.

You can always contact us for any return questions at soulpetstories@gmail.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at soulpetstories@gmail.com.