Returns & Refund Policy

We make keepsakes for people who have just lost a pet, and gear that has to hold up outdoors. If something is wrong, we would rather fix it than hide behind small print. This page is the whole policy — no exceptions buried in a FAQ.

1. The 30-day window

You have 30 days from the date of delivery to request a return of eligible items. The date the carrier records as "delivered" is the date we use. Requests made after 30 days are handled case by case and, where something is genuinely faulty, your statutory rights still apply regardless of that window.

2. What can be returned

Non-custom items — outdoor gear, un-engraved keepsakes, accessories — may be returned if they are unused, in the condition you received them, and in their original packaging with all tags and parts. Please include the order number so we can match the parcel to your record. We accept returns of items bought at full price or with a coupon; discount codes are not reissued.

3. What cannot be returned

• Custom engraved items made to your instructions (name, date, quote) — they cannot be resold. This is the "personalised goods" exception under EU/UK consumer law and similar US state rules.
• Items marked final sale or clearance at the time of purchase.
• Gift cards and downloadable content.
• Items damaged by misuse, normal wear, washing against the care instructions, or alteration after delivery.
• Washable pads or towels that have been used, for hygiene reasons, unless faulty.

The exception matters: if an engraved piece arrives damaged, defective, or the engraving does not match what you entered because of our mistake, it is fully covered. We will remake it and ship the replacement free of charge, or refund you in full — your choice.

4. Your statutory rights are not limited

Nothing in this policy removes rights you have by law. If you are in the EU or UK, you generally have a 14-day cooling-off period to cancel a distance order for non-custom goods, plus a minimum two-year legal guarantee against defects. If you are in the US, state consumer-protection and implied-warranty rights still apply. Where local law gives you more than this policy does, we follow the law.

5. How to start a return

1. Email care@hhkzd.com with your order number, the item name and a short reason. For damaged items, attach a photo of the item and the shipping label.
2. We reply within one business day with an RMA number and, for US orders, a prepaid return label.
3. Pack the item securely, include the RMA number on or inside the parcel, and drop it off within 14 days of receiving the label.
4. Once it reaches our workshop we inspect it within 2 business days, then confirm the refund or replacement by email.

Please do not send a return without an RMA number — unlabelled parcels are hard to match and can be delayed.

6. Return shipping costs

Use a tracked service for international returns and keep the receipt. Original outbound shipping is refunded when the entire order is returned or when the item was faulty; otherwise it is not refunded. Customs duties and import taxes paid on delivery are collected by your local authority, not by us, and are not refundable by PawsEcho — you may be able to reclaim them from that authority.

7. Damaged, defective or incorrect items

Tell us within 14 days of delivery with a photo of the item and the shipping label. We will ship a replacement immediately at no cost, or refund you in full if you prefer. You do not need to return a damaged item before we send the replacement. For damage that only becomes visible later (for example a failing clasp), contact us anyway — we assess these fairly under the legal guarantee rather than drawing a hard line at 14 days.

8. Exchanges

For outdoor gear, the fastest route is to return the item for a refund and place a new order, so the size you want is reserved straight away. If you would prefer a direct exchange (different size or colour of the same item at the same price), say so in your email and we will arrange it, subject to stock. Engraved pieces cannot be exchanged for a different design.

9. Cancelling or changing an order

Email us as soon as possible. We can cancel or change an order free of charge until it has been packed or engraving has started — usually within a few hours, and always within 1 business day for non-custom items. Once a personalised piece has been engraved it cannot be cancelled, except where we made the error. If we have already shipped, use the return process above; the tracking page at /track shows the current status.

10. How refunds are paid

Approved refunds go back to the original payment method — the same card, PayPal account or wallet used at checkout. We cannot refund to a different card or a different person's account. This also protects you if a card is lost or stolen after purchase.

• We initiate the refund within 5–7 business days of approving the return.
• Your bank or card issuer may take a further 3–5 business days (occasionally up to one billing cycle) to post the credit.
• For orders paid partly by coupon, the refund equals what you actually paid for the returned item, not its list price.
• Refunds are issued in the original currency (USD). Your bank sets the exchange rate if your card is in another currency.

Every refund generates a payment event on your order and an email confirmation. You can see the refunded amount on your order tracking page.

11. Partial refunds and price adjustments

If you return part of an order, we refund that item's price plus any tax on it; shipping is refunded only if the whole order is returned or the return is due to our error. If an item goes on sale shortly after you buy it, contact us within 7 days and we will refund the difference as a one-off courtesy.

12. Late or missing refunds

If 10 business days have passed since we confirmed the refund and nothing has appeared: check the statement for the original card or PayPal account, contact your bank, then email care@hhkzd.com with your order number. We will give you the refund reference (the Stripe or PayPal transaction ID) so your bank can trace it. We do not ask you to wait for a "processing period" we cannot evidence.

13. Chargebacks and disputes

Please talk to us before opening a chargeback — a direct email almost always resolves things faster, and a chargeback freezes the order while the bank investigates. If a chargeback is filed, we will supply the delivery and communication records to the payment provider. Filing a chargeback does not remove your right to a return or refund under this policy, and we will not retaliate against a customer for exercising a consumer right.

14. Gifts

If the item was marked as a gift and shipped directly to the recipient, a refund goes to the original purchaser; we can instead issue a gift credit to the recipient if the purchaser confirms by email. Gift messages and discreet packaging are always kept private — we never include pricing in a gift parcel.

15. Need help?

Returns are handled by people, not a ticket queue. Email care@hhkzd.com with your order number, or use the contact page. We reply within one business day, and we will tell you plainly if something is not covered rather than leaving you waiting.