Refund and Return Policy
Last updated: October 11, 2026
Because our keepsakes are made to order — often engraved with a name
and photo that belong to one pet only — they can't be reshelved if
returned. Here's exactly how we handle every case.
Made it wrong? We fix it — free.
If your keepsake arrives damaged, has an engraving error on our side,
or isn't what you ordered, tell us within 30 days of delivery. Send a
photo to support@gjnest.com and we'll remake or fully refund it, your
choice. No return shipping needed for defects — a replacement is on us.
Changed your mind?
• Non-custom items (paw print pads, gift cards): returnable within 30
days, unused and in original packaging. Refund issued after we
receive the item; return shipping paid by customer unless the item
arrived damaged.
• Personalized keepsakes (stones, urns, blankets, pillows, bags) and
needle-felted replicas are made just for your pet and can't be
returned for a change of mind — the same way they could never belong
to another family.
Photo quality
We engrave and print from the photo you send. If the result faithfully
matches the photo you provided, that's the piece you ordered. Blurry or
dark photos print blurry or dark — check our photo tips on each product
page, and email us BEFORE production starts if you want to swap a photo.
(Your production window opens after you submit the customization form.)
Refund Timeline
Approved refunds return to your original payment method within 5–10
business days of the return or cancellation being processed.
How to Start a Return or Report a Problem
Email support@gjnest.com with your order number and a photo of the item
(where relevant). We reply within 24–48 hours, Monday–Friday.
Questions
15574921483@163.com — a real person, every business day.