At SOULURNS, we understand that purchasing a cremation urn is a deeply personal decision. We strive to provide you with the highest quality products and exceptional customer service. However, we also recognize that there may be instances where you need to return or exchange an urn. This policy outlines the guidelines for returns and exchanges to ensure a smooth and hassle-free process.
Returns
If you are not completely satisfied with your purchase, you may return the urn within 30 days of delivery for a full refund. To be eligible for a return, the urn must be unused, in its original condition, and in the original packaging. Please note that personalized or custom-made urns are not eligible for return unless they are defective or damaged upon arrival.
To initiate a return, please contact our customer service team at returns@soulurns.com. Provide your order number, the reason for the return, and any relevant details. Our team will guide you through the return process and provide you with a return shipping label, if applicable.
Once we receive the returned urn and verify its condition, we will process your refund. Please allow 5-7 business days for the refund to be credited back to your original payment method. Shipping costs are non-refundable, and the customer is responsible for return shipping expenses unless the urn is defective or damaged.
Exchanges
If you would like to exchange your urn for a different style or design, please contact our customer service team at exchanges@soulurns.com within 30 days of delivery. Provide your order number, the reason for the exchange, and the desired replacement urn. Our team will assist you in selecting a suitable alternative and guide you through the exchange process.
To be eligible for an exchange, the urn must be unused, in its original condition, and in the original packaging. Personalized or custom-made urns cannot be exchanged unless they are defective or damaged upon arrival.
Once we receive the exchanged urn and verify its condition, we will process the replacement and ship it to you. If there is a price difference between the original urn and the replacement, we will either refund the difference or provide you with a payment link for the additional amount, depending on the circumstances.
Defective or Damaged Urns
In the unfortunate event that your urn arrives defective or damaged, please contact our customer service team at support@soulurns.com within 7 days of delivery. Provide your order number, clear photos of the defect or damage, and any relevant details. Our team will assess the situation and provide you with a suitable solution, which may include a replacement, repair, or refund.
We may request that you return the defective or damaged urn, in which case we will provide you with a return shipping label. Once we receive the urn and verify the defect or damage, we will proceed with the agreed-upon solution.
For any further questions or concerns regarding our return and exchange policy, please contact our customer service team at support@soulurns.com. We are here to assist you and ensure your satisfaction with our products.
