Terms&Conditions

Terms and Conditions - Soul Haven Pet Memorials

Effective Date: January 3, 2026

Last Updated: January 3, 2026

Welcome to visit the official independent station of Soul Haven Pet Memorials (hereinafter referred to as "we") and purchase related products and services. These Terms and Conditions (hereinafter referred to as "these Terms") constitute a complete legal agreement between you and us regarding the use of this website's services and product purchases. Please carefully read and fully understand all contents of these Terms before browsing, using this website or completing order payment. Your access, use of this website or completion of purchase in any way indicates that you have fully accepted the binding of these Terms. If you do not agree to any content of these Terms, please do not use our services or purchase any products.

一、Service Description

1. We provide you with pet urn-related services through the official independent station, including but not limited to sales of standard products, personalized customization services (engraving, pattern printing, shape customization, etc.), logistics and distribution, after-sales guarantee and consulting services. The specific service content is subject to the real-time display on the website and the order agreement.

2. We have the right to adjust the service content (including adding, optimizing or suspending services) according to business development, changes in laws and regulations or technological upgrades. Relevant adjustments will be notified through prominent positions on the website (pop-up windows, announcement boards), and the adjusted service content will take effect from the date of the notice.

3. The services of this website are only for natural persons with full capacity for civil conduct or legally registered legal persons/other organizations. If you are a minor, you must use this service accompanied by a guardian, who shall bear the corresponding legal liabilities for your actions.

二、 User Obligations

1. Authenticity of information: When registering an account, submitting an order or consulting services, you shall provide true, accurate and complete information (including personal name, contact information, shipping address, pet information, etc.). If the information changes, you need to update it in a timely manner. You shall bear all losses such as failure to deliver orders and abnormal services caused by the false or incomplete information provided by you.

2. Compliant use: You shall abide by laws and regulations and the provisions of these Terms, use this website and services legally, and shall not engage in any acts that damage the legitimate rights and interests of us or third parties or disrupt the website operation order, including but not limited to: stealing others' account information, maliciously attacking the website system, publishing false information, spreading bad content, and using the intellectual property rights of this website without authorization.

3. Confirmation of customization requirements: If you purchase customized products, you shall carefully check and confirm the customization plan (including engraving content, pattern design, size parameters, etc.). The confirmed plan shall be deemed as the final demand. If the demand changes due to your personal reasons (such as wrong information provided, change of mind, inconsistent expectations of customization effect), you shall bear the corresponding re-design and production costs.

4. Intellectual property guarantee: You shall ensure that you have legal right to use or authorization for the pet photos, portraits and other materials provided for customized products. If third-party claims arise due to material infringement, you shall bear all responsibilities, which have nothing to do with us.

三、Order Rules

1. Establishment of order: After you select products on this website, confirm the order information (product model, quantity, customization requirements, shipping address, etc.) and complete the full payment, the order is officially established, and the sales contract relationship between both parties takes effect.

2. Modification and cancellation of order:

- Standard products: You can apply to modify or cancel the order before shipment, but you need to bear the logistics preparation costs already incurred; after shipment, only return and exchange related to quality problems are supported, and no-questions-asked cancellation is not supported.

- Customized products: Due to their uniqueness and emotional attributes, modification or cancellation of orders is not supported after the order is established, except for quality problems or our reasons.

3. Obligation of acceptance: You shall accept the product in a timely manner after receiving it. If you find that the product has quality problems, inconsistent quantity or inconsistent with the order agreement, you shall feedback through customer service channels within 7 natural days after receipt and provide relevant proof (such as photos, videos); failure to feedback within the time limit shall be deemed as qualified acceptance of the product.

四、 Payment and Shipment

1. Payment rules: You shall timely complete the payment in accordance with the amount and method agreed in the order (such as credit card, PayPal, etc.). If the payment is not made within the time limit, the order will be automatically cancelled.

2. Shipment cycle:

- Standard products: Shipped within 3-5 working days after receiving full payment;

- Customized products: Shipped within 7-15 working days after confirming the design plan and receiving full payment; the specific cycle is subject to the notice of customer service.

3. Cross-border logistics description: We will select a compliant cross-border logistics service provider (such as DHL, FedEx, etc.) to deliver the products. The logistics cost and customs clearance related costs are subject to the order display. If the delivery is delayed due to changes in customs policies, logistics interruptions, force majeure and other reasons, we will promptly notify you and negotiate a solution.

4. Confirmation of receiving information: You shall ensure that the shipping address is accurate and complete. If the product cannot be delivered, lost or returned due to wrong address, the relevant costs (secondary delivery fee, return shipping fee) shall be borne by you.

五、Refund and After-sales Guarantee

1. Refund conditions:

- Standard products: Within 30 natural days after receipt, if the product remains in its original state (unused, undamaged, original packaging intact), you can apply for a no-questions-asked refund; if there is a quality problem, it is not subject to the time limit, and you can apply for a full refund and free replacement.

- Customized products: Full refund or free re-production is only supported when there are quality defects (such as material damage, seal failure) or customization content errors caused by our reasons; no-questions-asked refund is not supported for other reasons.

2. After-sales time limit: The after-sales time limit for standard products is 30 natural days after receipt, and the after-sales time limit for customized products is 60 natural days after receipt. Quality problems beyond the time limit require relevant certification materials (such as product damage photos, use records).

3. Cost liability: For return and exchange caused by our responsibilities (quality problems, customization errors, wrong delivery/missing delivery), the round-trip logistics fee and customs clearance fee shall be borne by us; for return and exchange caused by your personal reasons (no-questions-asked return, wrong information), the relevant costs shall be borne by you.

六、Privacy Protection

We will strictly protect the security of your personal information and collect, use, store and transmit your information in accordance with the provisions of the Privacy Policy. We will not arbitrarily disclose your personal information to third parties unless we obtain your explicit consent or as required by laws and regulations. In cross-border scenarios, your information may be stored on servers outside your country/region, and we ensure that information processing complies with the requirements of international data protection regulations such as GDPR.

七、Intellectual Property Rights

1. The intellectual property rights of this website and all contents on the website (including but not limited to product design, pictures, texts, logos, trademarks, software programs, etc.) belong to us or have been legally authorized and are protected by laws and regulations.

2. Without our written authorization, you shall not arbitrarily copy, disseminate, modify, use or transfer the intellectual property rights of this website and related contents, otherwise you shall bear the corresponding legal liabilities.

八、Disclaimer

1. If we are unable to perform our service obligations normally due to force majeure (such as natural disasters, wars, policy changes, network failures, logistics interruptions, etc.), we shall not be liable for breach of contract, but shall promptly notify you and take reasonable measures to reduce losses.

2. If the service is abnormal or losses are caused by third-party reasons (such as payment institution system failures, logistics service provider delivery delays/damage, customs clearance policy changes, etc.), we shall not be directly liable, but will try our best to assist you in negotiating with the third party.

3. Unless otherwise stipulated by laws and regulations, we shall not be liable for any indirect losses (such as mental damage, expected interest loss, etc.) incurred by you due to the use of this website and services.

九、 Modification and Termination of Terms

1. We have the right to modify these Terms according to changes in laws and regulations or business development needs. The modified Terms will be notified to you by means of announcements in prominent positions on the website. If there is no objection within 7 natural days after the announcement is released, it shall be deemed that you accept the modified Terms; if you do not agree to the modification, you may stop using this service.

2. You may stop using this service at any time, and the rights and obligations between both parties will terminate from the date you stop using the service (except for the relevant obligations of established orders).

3. If you seriously violate the provisions of these Terms, we have the right to terminate the provision of services to you, pursue your liability for breach of contract, and will not refund the fees already collected (except as otherwise stipulated by laws and regulations).

十、Dispute Resolution

1. The formation, performance, interpretation and dispute resolution of these Terms shall all be governed by the laws of the People's Republic of China (excluding conflict of laws rules).

2. Any dispute arising from or in connection with these Terms shall first be resolved through friendly negotiation between both parties; if the negotiation fails, either party has the right to file a lawsuit with the people's court with jurisdiction at our location.

十一、Contact Us

If you have any questions, opinions or suggestions about these Terms, or need to handle order and after-sales related matters, you can contact us through the following channels:

· Official Email：zyf382978321@outlook.com

· Service Hours：Monday to Friday 9:00-21:00 (Beijing Time)

Soul Haven Pet Memorials reserves the final interpretation right of these Terms and Conditions.