Refund Policy

1. Our Commitment to Quality

At GlowPaw, we take pride in creating beautiful, personalized holographic memorial products. Each item is custom-made with care and attention to detail. We want you to be completely satisfied with your purchase.

Due to the personalized and custom nature of our products, we have specific policies regarding returns and refunds. Please read this policy carefully before placing your order.

2. No Returns on Custom Products

Because each holographic memorial is custom-made specifically for you using your uploaded photos and personalization details, we cannot accept returns or offer refunds for change of mind, buyer's remorse, or dissatisfaction with the final appearance based on the photos provided.

By placing an order, you acknowledge that you have carefully reviewed your uploaded photos, personalization details, and order specifications, and that the final product will be created based on the information you provided.

3. Eligible Refund Situations

We will provide a full refund or replacement in the following circumstances:

Manufacturing Defects

If your product arrives with a manufacturing defect, including:

• Cracks, chips, or structural damage to the holographic display
• Malfunctioning LED lights or power components
• Defective base or mounting hardware
• Poor quality holographic image due to production errors (not photo quality)

Shipping Damage

If your product arrives damaged due to shipping, including:

• Broken or cracked components
• Crushed or severely damaged packaging with visible product damage
• Missing parts or accessories

Incorrect Order

If we made an error in fulfilling your order, including:

• Wrong product size or model sent
• Incorrect personalization (different from what you specified)
• Wrong product entirely

4. How to Request a Refund or Replacement

If you believe your order qualifies for a refund or replacement, please follow these steps:

5. Refund Processing

If your refund request is approved:

• You will receive a full refund to your original payment method
• Refunds are processed within 5-7 business days of approval
• It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or credit card company
• You will receive an email confirmation once the refund has been processed
• Original shipping costs will be refunded if the issue was our fault (defect, damage, or error)

For defective or damaged products, you do not need to return the item unless specifically requested by our team.

6. Replacement Option

Instead of a refund, you may choose to receive a replacement product at no additional cost. Replacements are subject to the same eligibility criteria as refunds.

If you choose a replacement:

• We will create and ship a new product using your original order specifications
• Replacement products are typically shipped within 5-7 business days
• Shipping is free for replacement orders
• You will receive tracking information once the replacement ships

7. Non-Refundable Situations

We cannot offer refunds or replacements in the following situations:

• Change of mind or buyer's remorse after order placement
• Dissatisfaction with how the hologram looks based on the quality of photos you provided
• Minor color variations due to screen display differences or lighting conditions
• Damage caused by misuse, accidents, or improper care after delivery
• Products damaged during return shipping (if return was requested by us)
• Claims made more than 7 days after delivery
• Orders where you provided incorrect shipping information
• Refusal to accept delivery or abandoned packages

8. Photo Quality Guidelines

The quality of your holographic memorial depends heavily on the quality of the photos you upload. To ensure the best results:

• Use high-resolution photos (at least 1000 x 1000 pixels)
• Ensure the subject is well-lit and in focus
• Avoid blurry, pixelated, or low-quality images
• Choose photos with good contrast and clear details

We cannot guarantee optimal results if low-quality photos are provided, and this does not qualify for a refund. If you're unsure about your photo quality, please contact us before ordering for guidance.

9. Order Cancellations

You may cancel your order and receive a full refund only if:

• The order has not yet entered production (typically within 24 hours of order placement)
• You contact us immediately at support@myglowpaw.com with your order number

Once production has begun, orders cannot be canceled, as the product is being custom-made specifically for you.

10. Warranty Information

All GlowPaw holographic memorials come with a 90-day limited warranty covering manufacturing defects and component failures under normal use.

The warranty covers:

• LED light malfunctions
• Power adapter failures
• Structural defects in the base or display

The warranty does not cover damage from accidents, misuse, unauthorized modifications, or normal wear and tear.

11. Contact Us

If you have any questions about our Refund Policy or need to request a refund or replacement, please contact us: