Refund and Return Policy
1 - Overview
- We DO NOT accept returns or exchanges if you “ Change your Mind.”
- Our refund and returns policy lasts 30 Days after Invoice date of Goods.
- If 30 Days have passed since your purchase, we can’t offer you a full refund or exchange- yet will do what we can to assist on a case by case basis.
- To be eligible for a Return, your item must be UNUSED and in the same condition that you received it.
- The Item/s must also be in the original packaging.
- We will only approve a Return or Refund for items that are damaged in transit or defective ex-Factory.
- We want every valued customer to feel that they have made the right choice of an urn or memorial product for a loved one.
- We want you to feel satisfied when the product arrives & that the item is even better than you expected.
- NO item can be returned for ANY REASON without an Authorized Return Number – ( A.R.N ) – given to you by us after discussion.
- There are NO Returns or Refunds accepted for change of mind*.
- *If you want to Return or Exchange an item under special circumstances we remain open to listen, please do not hesitate to contact the Team for assistance.
- We only replace items if they are defective or damaged.
- If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
- We will then provide you with a return address if your return or refund is approved.
2 - Damaged Product by Carrier During Transit
If you receive a damaged product, you must notify us about the same:-
- By email via email@example.com
- Goods should be inspected immediately for damage, in front of the courier (if possible)
- If found to be damaged report to us within 24 hours quoting the order number.
- In the event you fail to do so, you will be deemed to have accepted the products and waived your right to seek a replacement product.
- If you receive a product that is damaged or defective then we will be happy to assess the situation to see if you are eligible for a replacement or refund.
Pulvis Art Urns are packaged using foam stiffed bags and a 5-layer cardboard box to help ensure the products are safe during transport.
3 - Replacement of Damaged Product
To receive a replacement order, you must return the damaged product as instructed.
- You will be asked to take several photos of damaged Box and Goods and email them to firstname.lastname@example.org
- The product must be returned in its entirety along with the original packaging and invoice.
- If, upon inspection, the product is reasonably found by us to be damaged, we will endeavor to replace the damaged Product with the same product Series # & Color in a manner of speed and a matter of importance to you and your client if so.
- In the event we are unable to do so, you may choose another Color – or an alternate product of the same value.
- Any failure on your part to comply with our Returns Policy and instructions may results in delays or cause you to incur shipping charges.
- We may, at our discretion, return an ineligible product as sent for a claim back to you at your cost, only after we have informed you of the decision.
- Replacement WILL NOT be permitted, if the product returned by you does not satisfy the conditions stated in sections 2 and 3.
3A - WHOLESALE Pet Urns and Memorials Inc. may herein after be referred to as WPUM or “We“.
- We DO NOT accept returns or exchanges if the urn or other product is too small to hold the ashes.
- We DO NOT accept returns or exchanges if another color is preferred after receiving the urn.
- We DO NOT accept returns or exchanges if the damage or defect caused by accident, misuse, or neglect by the customer.
- All products have their capacity and dimensions in the listing description, which can be found on our website.
- Depending on where you are based, the time it may take for your exchanged product to reach you may vary.
- Urns with Inner Coating® installed, hold fewer cremains.
- In order to allow us to handle the return process in the quickest and best manner possible, please contact us at email@example.com–
- Customers have the right to cancel and return their order within 14 days, only if the product is damaged during transport or defective.
- Prior to return, please assure that all products, paperwork, and packaging that came with your order are sent back to us.
- Wholesale Pet Urns and Memorials Inc. only REFUND the purchased product if there’s a problem with the item due to delivery (damaged or defective).
- The product must be UNUSED – and RETURNED in ORIGINAL BOX and PACKING.
4 - All RETURN COSTS will be due by the Customer if NOT Ours or Carriers Fault of Damage
- To complete your RETURN, we require a receipt or PROOF of PURCHASE before any verbal discussions can take place.
- PROOF of PURCHASE can be scanned and sent via email after initial email contact
- Please do not send your purchase back to the manufacturer ( PULVIS Art Urns etc ) – we look after ALL Warranty, Returns, Damaged Goods matters DIRECT.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error or damage in transit.
- Any item that is being returned MUST BE WITHIN 30 Days after Delivery-
- Any requested Return outside this 30 Day Period will be per SPECIAL APPLICATION and NEGOTIATION.
- Depending on the / any finding we will most certainly credit you for any transport costs if it is found ours / or the carriers fault regarding damaged goods.
- If its deemed damaged by chosen carrier & without doubt from photos sent to us –
- We will send you via email a prepaid voucher or a label for you to print and apply to the Carton / Box for pick-up and return at our FULL costs
- We will discuss your needs & reasons to take back or exchange any product for any reason within 30 days of the purchase.
- DEPENDING on your reason for wanting to return an item outside our doing or fault- we may charge a 15% Restocking Fee.
4A - The MAIN Exceptions to our RETURN Policy are:
- We CAN NOT take back an item that has had any Ashes / Cremains placed inside it.
- We CAN NOT take back an item that has been personalized with direct engraving.
- We CAN NOT & WILL NOT grant any Return Costs against Expedited shipping costs unless Appointed Carrier DID NOT Deliver as promised.
5 - How to arrange Shipping RETURNS and WHO pays for RETURN Shipping?
- WHOLESALE Pet Urns & Memorials Inc. will pay return shipping costs if the return is a result of our error.
- YOU MUST apply for and ONLY RETURN GOODS if you have obtained a Returns Approval Number / R.A.N. (see more about below).
- Should you attempt to send back any goods WITHOUT a R.A.N – you goods may get lost in the system and NO RETURN can be completed.
- The customer pays for return shipping when the product was not wanted or any other reason- after discussion and R.A.N granted..
- Our return address will be provided once we have assessed and accepted for you to return your purchase for a physical assessment by our team.
- You will be responsible for paying for your own shipping costs for returning your item.
- Shipping Costs ( if any charged initially ) are NON-REFUNDABLE. – or “may“ be discussed on a case by case basis- per application.
- If you receive an R.A.N, the Cost of Return Shipping depending on reason and discussion may be deducted from your REFUND TOTAL.
- If you are returning expensive items,- or ITEMS over USD$150 COST Value you may consider using a trackable shipping service & purchasing shipping insurance.
- We DO NOT & CAN NOT guarantee that we will receive your returning item – you ONLY RETURNING with TRACKING is the key here for PROOF of Arrival.
How to RETURN an item in 3 simple STEPS
STEP 1: Get a Returns Approval Number / R.A.N. #
- Each return to WHOLESALE Pet Urns & Memorials Inc. needs a returns number assigned to it so that we can track and handle it in a timely way.
- This number is called an R.A.N number. You have two ways that you can request an R.A.N number.
- Send an email to WHOLESALE Pet Urns & Memorials Inc. at firstname.lastname@example.org
- Don’t forget to tell us your name, your order number, and the product you want to return.
- Customer Service will issue you an R.A.N number, and all you need to do is include that R.A.N number on the outside of the box.
- IT would also be ideal if you place / write the R.A.N onto a slip of paper and place it INSIDE THE BOX.
STEP 2: Send the Product back to us for Refund / Restocking – Replacement-Swapping etc. as approved ONLY.
- IF YOU RECEIVE a R.A.N – Please re-package the product carefully to protect it for the trip back.
- Our issued & your R.A.N number shall expire 60 days from date of Credit Note being issued.
- Our issued & your R.A.N number must be written on the outside of the box, the packing slip, or the return label.
- YOU MUST send goods back if approved in The ORIGINAL BOX, PACKING and WRAPPING materials is a MUST or NO REFUND shall be granted.
- If the return is due to your change of mind – YOU will insure at your cost Goods against breakage for the return back to our Returns Department.
- IF returning goods arrive broken – a photograph will be taken and sent for you to take all up with your chosen carrier.
- IF returning goods arrive broken – damaged etc. NO Refund – NO Exchange can take place.
- IF returning goods arrive broken – We WILL offer Proof of Damaged Goods
- IF returning goods arrive broken – We WILL report same to your carrier in support of any claim that you may need to make.
STEP 3: Please ship your Returns Package to:
WHOLESALE Pet Urns & Memorials Inc.
C/- Returns Department.
*Address will be given when the R.A.N. is granted- advised and sent.
- Please be sure to write so it’s nice and CLEAR on the outside of the Box, & ON THE ORIGINAL Packing Slip, or the Return Label.
- The package will come back to WHOLESALE Pet Urns & Memorials Inc. Returns Department where we will inspect the parcel and goods inside.
- We will work with you to find out what you would like to do if not already agreed upon. ( Refund / Replacement or Credit Note etc )
- According to your wishes, & as agreed via email and or phone We will send a replacement or issue a refund for the product.
- You will receive a credit note to use against another Urns of choice etc./ or your next order within 60 Days of date of credit note issuance.
- If you have any questions about Returns or Exchanges, please email us – email@example.com
- A 15% RESTOCKING Fee may be applicable.
- A Full REFUND may be granted upon discussion and negotiation – you giving a valid reason for RETURN of goods etc.
- You MUST give proof of purchase and Invoice #. At time of negotiating approval – or NIL RETURN approval will be cast over matter and the matter closed.
- If a NIL REFUND- NIL RETURN matter applied – all will be advised via email for record.
- Any item that is being returned as a “ REFUND” with approval MUST BE WITHIN 30 Days after Delivery-
- Any requested REFUND outside this 30 Day Period will be per SPECIAL APPLICATION and NEGOTIATION.
- Goods can ONLY be REFUNDED if a unique to you R.A.N is Granted by us and sent to you via email granting permission and tracking etc
- Goods can only be refunded after receiving back into the warehouse and checked for damage etc.
- We will also notify you of the approval or rejection of your Refund Application
- If you seek a REFUND and all is approved – ALL RETURN Freights Cost 100% will be at your cost and effort.
- Once your Returned Goods has been Received and Inspected, we will send you an email to notify you that we have received your returned item.
- At this time we will give you an exclusive case and reference # – this will attached to the case pending until all is finalised and closed off in full.
- If you are approved for a REFUND, to be processed, ( less any costs as discussed, advised & negotiated in writing ) then a Credit will be granted.
- This Credit shall automatically be applied to your account, credit card, or original method of payment.
- Any Credit due as agreed and as per case will be with you ( via chosen payment method ) within 2-4 Days of receipt of goods back into the warehouse.
REFUNDS Late or Missing
- If you haven’t received a Refund yet, please first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a Refund is posted.
- If you’ve done all of this and you still have NOT received your Refund yet, please contact us at firstname.lastname@example.org
REFUNDS against SALE ITEMS
- Only Regular Priced – Full Priced as per YOUR approved BULK DISCOUNT RANKING PRICED items may be Refunded if so approved.-
- SALE ITEMS CAN NOT & WILL NOT be REFUNDED OR EXCHANGED