What's covered when your urn arrives, and what to expect from handcrafted, natural materials
Our Promise
Every SOULURNS urn is inspected before it leaves our facility. If something arrives damaged or with a genuine manufacturing defect, we will make it right at no cost to you. This page explains exactly what's covered, and what's simply part of how handcrafted, natural materials look and feel.
What's Covered
✓ Covered
- Damage that occurred during shipping (cracks, breaks, dents from transit)
- Structural defects — loose joints, lids that don't seal or close properly
- Hardware that's missing, broken, or doesn't function (clasps, threading, screws)
- Engraving errors caused by us (wrong name, wrong dates, misspelling on our part)
- Finish defects such as peeling, bubbling, or uneven coating not caused by handling
✕ Not Covered (Natural & Expected)
- Natural variation in wood grain, knots, or color from piece to piece
- Natural veining, color, or pattern variation in marble or stone urns
- Minor differences between the product photo and your item due to natural material character
- Gradual changes in wood tone over time from light or humidity exposure
- Damage caused by improper handling, cleaning products, or use after delivery
Custom Engraving
For engraved urns, we will correct, replace, or refund any order where the engraving does not match what was confirmed at the time of purchase. Please double-check spelling, names, and dates carefully when placing a custom order — once production begins, changes may not be possible, and we rely on the details you provide being accurate.
How to Request a Replacement or Repair
- Contact us within 7 days of delivery (or expected delivery date if your order didn't arrive).
- Include photos of the damage or defect, along with your order number — this helps us resolve things quickly without back-and-forth.
- We'll review and respond with a resolution: replacement, repair, or refund, depending on the situation.
For full details on returns and refund timelines, see our Refund Policy.
Need to Report a Damaged or Defective Order?
Reach out with your order number and photos — we'll take it from there.
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