Last updated: October 10, 2026
Our ceramic memorial urns use fixed cat and dog forms, personalised with your pet’s portrait and the details you choose. Production begins only after you explicitly approve the design in your order workspace. Silence is not approval.
You may cancel for a full refund before production begins, including after a design proof has been prepared. Email furstartrace@gmail.com with your order number as soon as you wish to cancel. We will confirm the production status. A request received before production begins will be treated as a pre-production cancellation.
Your order includes two rounds of reasonable revisions to the original design brief. A round means one consolidated set of feedback. Corrections needed because we missed or incorrectly followed your agreed instructions do not count towards these rounds. Changing the pet, replacing the main reference photo or requesting a substantially different design may require a new scope. We will discuss any additional cost with you before doing chargeable work.
Once you have approved your design and production has begun, we do not accept change-of-mind cancellations, returns or refunds for that personalised item. Please check the portrait, spelling, dates, message and selected size carefully before approval. Approval does not remove your rights if the delivered item is defective, damaged or does not match what we agreed.
Contact furstartrace@gmail.com with your order number and a description of the problem. Where reasonably possible, include photographs of the item and packaging. Keep the packaging while we review transit damage. Contact us promptly so we can help; this request does not shorten any applicable legal claim period.
We will investigate and provide an appropriate remedy without charging you for correcting our error, a defect or transit damage. Depending on the circumstances and your applicable rights, this may include repair, replacement or a refund. If a shipment is confirmed lost, we will arrange a replacement or refund as appropriate. You do not need to resolve our carrier claim yourself.
Contact us before returning an item so we can provide the correct return instructions and address. Our Hong Kong business contact address is not an authorised return destination. Do not send parcels there unless we expressly confirm otherwise. We cover necessary return shipping for damaged, defective or incorrect items. No restocking fee applies to these remedies. Any return deadline will be provided with the instructions and will respect your applicable rights.
Approved refunds will be initiated to the original payment method within five business days. Your bank or payment provider may need additional time to post the funds. Contact us if an expected refund has not arrived.
Nothing in this policy limits mandatory consumer rights. Where applicable, clearly personalised goods are excluded from the usual change-of-mind withdrawal right; this does not remove protections for faulty or non-conforming goods.
Contact: furstartrace@gmail.com · FurStarTrace Limited.