At Bicol Paws Cremation and Funeral Services, we handle every pet entrusted to us with care, respect, and dignity. Because pet cremation is a sensitive and irreversible service, our return, cancellation, and refund policy is guided by the stage of the service and the nature of the concern.
Cancellations before service begins
Customers may request to cancel an order before the cremation process or related service preparation has started.
If the service has not yet begun, Bicol Paws may issue a refund, subject to any payment processing fees, transportation costs, or other costs already incurred in preparing for the service.
Once cremation has started or been completed
Once the cremation process has started or has been completed, the service can no longer be cancelled, returned, or refunded due to the irreversible nature of cremation.
This also applies to completed memorial items that have already been prepared, personalized, delivered, or turned over to the customer.
Concerns with memorial items or service inclusions
If there is an issue with a memorial item, package inclusion, personalization, or other item provided by Bicol Paws, customers should contact us as soon as possible so we can review the concern.
Depending on the nature of the issue, Bicol Paws may provide an appropriate remedy, such as correction, replacement, completion of a missing inclusion, or another reasonable solution.
Incorrect customer-provided details
Customers are responsible for checking the accuracy of the information they provide, including names, spelling, photos, package selection, delivery details, and other personalization instructions.
If an error is caused by incorrect information provided by the customer, any correction or replacement may be subject to additional cost.
Refund processing
Approved refunds will be processed through the original payment method whenever possible. Processing times may vary depending on the payment provider, bank, or financial institution involved.
Payment gateway, bank, delivery, or transportation fees may be non-refundable if they have already been charged or incurred.
How to contact us
For cancellation, refund, or service-related concerns, please contact us through:
Bicol Paws Cremation and Funeral Services
Zone 2, Paolbo, Calabanga, Camarines Sur 4405
Phone: 0998 569 3389
Email: bicolpaws@gmail.com
Facebook: https://www.facebook.com/profile.php?id=61552749141973
Please include your name, order details, date of service, and a short explanation of your concern so we can assist you properly.