Refund policy

Last updated: October 24, 2026

My Pet Necklace is operated by AZURE HARBOUR LLC. For help with an order, email support@mypetnecklace.com with your order number and a description of the issue.

Personalized orders and changes

Please check your photo, pet name, finish, engraving and delivery address before ordering. If you need a change or cancellation, contact us as soon as possible. We will check whether production has started and confirm what we can do. Sending a request alone does not stop production, and there is no guaranteed cancellation window.

If we confirm cancellation before production begins, we will refund the full amount paid for the canceled order. Once production has begun, personalized items are not eligible for discretionary change-of-mind returns or cancellations. This restriction does not affect your rights if an item is faulty, incorrect, misdescribed or not delivered, or any other rights that cannot be excluded by law.

Damaged, faulty or incorrect items

If something is wrong, contact us promptly. Include your order number and, where possible, photos of the item and packaging so we can understand the problem. We will review the order and arrange an appropriate correction, replacement or refund at no additional cost to you, in accordance with the circumstances and your applicable rights. There is no blanket policy denying refunds for defective goods simply because they are personalized.

If an item correctly reproduces the photo, spelling or details you supplied but you later want them changed, we will explain any available remake option and its price before proceeding. Our own errors will not be charged to you.

Delayed or missing deliveries

Contact us if tracking stops updating, a parcel is overdue, or an order is marked delivered but cannot be found. We will investigate with the production partner or carrier and arrange an appropriate resolution. A carrier's delivery scan does not prevent you from reporting nonreceipt. See our Shipping policy for delivery estimates and address corrections.

Return instructions

Please contact us before sending anything back. We will tell you whether a return is necessary and provide the correct instructions. If a return is required because an item is faulty, incorrect or otherwise our responsibility, we will arrange or cover the reasonable return cost. Do not send parcels to our business mailing address or directly to our production partner without instructions.

Refund method

Approved monetary refunds are returned to the original payment method. We will confirm the refund amount and notify you when it has been submitted. The time until it appears in your account depends on your payment provider or bank; we do not guarantee same-day posting. If a refund appears to be missing after your provider's normal processing period, contact us so we can help trace it. Any tax and delivery-charge adjustments required for the refund will be included.

VIP membership

VIP is a separate optional membership at US$43.95 per month. Buying jewelry, joining an email list or accepting these policies never creates a membership or recurring charge. Enrollment is currently unavailable and membership billing is not active. The following rules apply only to a membership separately purchased through an enabled checkout.

Canceling stops future renewals; cancellation alone does not automatically refund a completed paid period. Contact support about an unauthorized, duplicate or post-cancellation charge, or a service not delivered. We investigate and provide the remedy required by the facts, the membership agreement and applicable law. Mandatory cancellation, withdrawal, refund and digital-service rights are not excluded.

When a membership payment is refunded, we explain the effect on that period and reverse its corresponding unused credit once. Credit earned from unrelated payments is not silently removed. If credit has been spent, we review the transaction and explain the outcome; we do not automatically charge a stored card, create debt or reduce a mandatory refund because of an internal hold. For an eligible merchandise refund paid with cash and shopping credit, the cash portion returns through its original payment method and the credit portion is restored as credit, subject to applicable law.

Earned, unused credit is retained after cancellation unless a lawful refund reversal applies. For the full recurring-charge, cancellation, retained-credit and refund rules, see the VIP Membership Terms within our Terms of Service.

Nothing in this policy limits rights or remedies you have under applicable consumer law.