Refund policy

Refund & Return Policy

At My Pet Farewell, we strive to provide compassionate, reliable services and high-quality keepsake items. This policy explains when refunds and returns are available for our cremation services and additional products.

Last updated: 5th June 2025

1) Refund Policy — Cremation Services

  • Eligibility window: You may request a refund only before our drivers contact you with an accurate Estimated Time of Arrival (ETA). Once drivers are en route, refunds are no longer applicable under any circumstances.
  • How to request: Email support@mypetfarewell.com or call 0203 432 3240 with your order number, full name, and reason for the request.
  • Review & outcome: After your request is received, a team member will contact you to confirm acceptance or rejection based on the eligibility criteria above.
  • Refund timing: Approved refunds are processed immediately. Depending on your bank or card issuer, it may take up to 5 business days for the funds to appear in your account.

Non-Refundable Service Scenarios

  • Drivers have already contacted you with an ETA and are en route.
  • Missed collections due to incorrect contact or address details provided by the customer.
  • Requests made by third parties without the account holder’s authorisation.

2) Return Policy — Keepsakes & Additional Items

Only keepsakes and additional items (e.g., urns, memorial products, non-service items) are eligible for return. Cremation services cannot be “returned.”

Accepted Reason for Return

  • Damaged or defective on arrival (including damage sustained in transit).

Return Conditions

  • Notify us within 7 days of delivery if your item arrives damaged or defective.
  • Provide clear photos/videos of the damage, plus your order number and packaging condition.
  • Items must be returned in their original packaging with all accessories and inserts.
  • We’ll supply return instructions and, where applicable, a prepaid label after approval.

Return Outcomes & Refunds

  • Once the item is received and inspected, we’ll confirm acceptance or rejection of the return.
  • Approved product refunds are processed immediately; allow up to 5 business days for funds to appear depending on your bank/card issuer.
  • If a replacement is requested and stock is unavailable, a refund will be issued instead.

Items Not Eligible for Return

  • Keepsakes and additional items that are not damaged/defective.
  • Items returned without prior approval or beyond the 7-day damage reporting window.
  • Customised or personalised memorial items (unless damaged/defective on arrival).

3) Important Notes

  • Accuracy of details: Please ensure your contact information and collection address are correct. We are not responsible for delays or missed collections due to incorrect details.
  • Risk during return shipping: You are responsible for the item until it reaches us. Use tracked postage for your protection unless we provide a prepaid label.
  • Chargebacks: If a chargeback is opened, we may suspend processing until the card issuer resolves the case.
  • Statutory rights: Nothing in this policy affects your statutory rights under applicable UK consumer law.

4) How to Contact Us

If you need help with a refund or return, please contact our customer care team: