Refund policy
At Ludamora, every ceramic pet memorial is individually handcrafted and customized specifically for your beloved companion. Each piece is created from the photos and customization details you provide and is made exclusively for you.
Because our products are personalized and made to order, they cannot be restocked or resold. Please read this Refund Policy carefully before placing your order.
Order Cancellation
We understand that plans can change.
You may cancel your order within 24 hours of purchase for a full refund, provided that production has not yet begun.
To request a cancellation, please email us at:
support@ludamora.com
Please include your order number in your email.
After the 24-hour cancellation period, production materials are prepared and our ceramic artists begin creating your custom memorial. At this stage, orders cannot be cancelled or refunded.
Customized Products
Every Ludamora memorial is custom-made according to your pet's photographs and personalization requests.
For this reason, once production has started, we are unable to accept:
- Returns
- Refund requests
- Exchanges
- Order cancellations
This policy applies to all personalized ceramic urns, keepsakes, and other made-to-order products.
Design Review
Orders may not be cancelled or refunded once production has commenced, except in circumstances expressly covered under the Damaged, Defective, or Incorrect Items section of this Policy.
Upon completion of sculpting and hand-painting, preview images shall be sent to the email address associated with the order for approval prior to kiln firing. One complimentary round of reasonable detail adjustments within the scope of the original customization request shall be permitted during the review stage.
Upon approval, or upon expiration of the specified review period without a response, the memorial shall proceed to kiln firing. No further modifications shall be accepted thereafter.
Damaged, Defective, or Incorrect Items
We carefully inspect every memorial before shipment.
If your order arrives:
- Damaged during shipping
- Defective due to a manufacturing issue
- Different from the item you ordered
please contact us within 3 calendar days of delivery.
Email:
support@ludamora.com
Please include:
- Your order number
- Photos of the damaged item
- Photos of the shipping box
- Photos of the protective packaging
- A brief description of the issue
After reviewing your claim, Ludamora may, at our discretion:
- Repair the item (when appropriate)
- Remake the memorial at no additional cost
- Issue a full or partial refund if a replacement is not possible
Please do not return any item before receiving instructions from our Customer Care Team.
Non-Returnable Items
The following items are not eligible for return or refund:
- Personalized ceramic memorials
- Custom-made urns
- Customized keepsakes
- Gift cards (if offered)
- Promotional or clearance items (if applicable)
Exchanges
Because every Ludamora memorial is uniquely created for one customer, we do not offer product exchanges.
If there is a problem with your order, please contact us and we will work with you to find the most appropriate solution.
Refund Processing
If your refund request is approved (such as an eligible cancellation or verified damage claim), your refund will be issued to your original payment method.
Refunds are typically processed within 10 business days after approval.
Please note that your bank or payment provider may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at support@ludamora.com.
Orders Shipped Within the United States
Ludamora currently ships only within the United States.
At this time, we do not offer international shipping or international returns.
Contact Us
If you have any questions regarding cancellations, returns, refunds, or your order, please contact our Customer Care Team.
Email: support@ludamora.com