Wholesale Pet Urns and Memorials

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Refund and Return Policy

WHOLESALE Pet Urns and Memorials Inc.- herein after may be referred to as WPUM or “We”.

Need Help?

Contact us at returns@wholesalepeturnsandmemorials.com for questions related to Refunds and Returns.

1 - Overview

  1. We DO NOT accept returns or exchanges if you “ Change your Mind.”
  2. Our refund and returns policy lasts 30 Days after Invoice date of Goods.
  3. 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.
  4. To be eligible for a Return, your item must be UNUSED and in the same condition that you received it.
  5. The Item/s must also be in the original packaging.
  6. We will only approve a Return or Refund for items that are damaged in transit or defective ex-Factory. 
  7. We want every valued customer to feel that they have made the right choice of an urn or memorial product for a loved one.
  8. We want you to feel satisfied when the product arrives & that the item is even better than you expected.
  9. NO item can be returned for ANY REASON without an Authorized Return Number – ( A.R.N ) – given to you by us after discussion.
  10. There are NO Returns or Refunds accepted for change of mind*. 
  11. *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.
  12. We only replace items if they are defective or damaged.
  13. If you need to exchange it for the same item, send us an email at returns@wholesalepeturnsandmemorials.com
  14. 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:-

  1. By email via returns@wholesalepeturnsandmemorials.com  
  2. Goods should be inspected immediately for damage, in front of the courier (if possible)
  3. If found to be damaged report to us within 24 hours quoting the order number.
  4. 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.
  5. 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 packed securely for transportation

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.

  1. You will be asked to take several photos of damaged Box and Goods and email them to returns@wholesalepeturnsandmemorials.com
  2. The product must be returned in its entirety along with the original packaging and invoice.
  3. 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.
  4. In the event we are unable to do so, you may choose another Color – or an alternate product of the same value.
  5. Any failure on your part to comply with our Returns Policy and instructions may results in delays or cause you to incur shipping charges.
  6. 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.
  7. Replacement WILL NOT be permitted, if the product returned by you does not satisfy the conditions stated in sections 2 and 3.

Please Note:

3A - WHOLESALE Pet Urns and Memorials Inc. may herein after be referred to as WPUM or “We“.

  1. We DO NOT accept returns or exchanges if the urn or other product is too small to hold the ashes.
  2. We DO NOT accept returns or exchanges if another color is preferred after receiving the urn.
  3. We DO NOT accept returns or exchanges if the damage or defect caused by accident, misuse, or neglect by the customer.
  4. All products have their capacity and dimensions in the listing description, which can be found on our website.
  5. Depending on where you are based, the time it may take for your exchanged product to reach you may vary.
  6. Urns with Inner Coating® installed, hold fewer cremains. 
  7. In order to allow us to handle the return process in the quickest and best manner possible, please contact us at sales@wholesalepeturnsandmemorials.com–
  8. Customers have the right to cancel and return their order within 14 days, only if the product is damaged during transport or defective.
  9. Prior to return, please assure that all products, paperwork, and packaging that came with your order are sent back to us.
  10. 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).
  11. 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

  1. To complete your RETURN, we require a receipt or PROOF of PURCHASE before any verbal discussions can take place.
  2. PROOF of PURCHASE can be scanned and sent via email after initial email contact
  3. Please do not send your purchase back to the manufacturer ( PULVIS Art Urns etc ) – we look after ALL Warranty, Returns, Damaged Goods matters DIRECT. 
  4. Any item not in its original condition is damaged or missing parts for reasons not due to our error or damage in transit.
  5. Any item that is being returned MUST BE WITHIN 30 Days after Delivery-
  6. Any requested Return outside this 30 Day Period will be per SPECIAL APPLICATION and NEGOTIATION.
  7. 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.
  8. If its deemed damaged by chosen carrier & without doubt from photos sent to us –
  9. 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
  10. We will discuss your needs & reasons to take back or exchange any product for any reason within 30 days of the purchase.
  11. 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:

  1. We CAN NOT take back an item that has had any Ashes / Cremains placed inside it.
  2. We CAN NOT take back an item that has been personalized with direct engraving.
  3. 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?

  1. WHOLESALE Pet Urns & Memorials Inc. will pay return shipping costs if the return is a result of our error.
  2. YOU MUST apply for and ONLY RETURN GOODS if you have obtained a Returns Approval Number / R.A.N. (see more about below).
  3. 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.
  4. The customer pays for return shipping when the product was not wanted or any other reason- after discussion and R.A.N granted..
  5. 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. 
  6. You will be responsible for paying for your own shipping costs for returning your item.
  7. Shipping Costs ( if any charged initially ) are NON-REFUNDABLE. – or “may“ be discussed on a case by case basis- per application.
  8. If you receive an R.A.N, the Cost of Return Shipping depending on reason and discussion may be deducted from your REFUND TOTAL.
  9. If you are returning expensive items,- or ITEMS over USD$150 COST Value you may consider using a trackable shipping service & purchasing shipping insurance.
  10. 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.

RETURNS POLICY

How to RETURN an item in 3 simple STEPS

STEP 1: Get a Returns Approval Number / R.A.N. #

  1. 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.
  2. This number is called an R.A.N number. You have two ways that you can request an R.A.N number.
  3. Send an email to WHOLESALE Pet Urns & Memorials Inc. at returns@wholesalepeturnsandmemorials.com
  4. Don’t forget to tell us your name, your order number, and the product you want to return.
  5. 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.
  6. 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.

  1. IF YOU RECEIVE a R.A.N – Please re-package the product carefully to protect it for the trip back.
  2. Our issued & your R.A.N number shall expire 60 days from date of Credit Note being issued.
  3. Our issued & your R.A.N number must be written on the outside of the box, the packing slip, or the return label.
  4. YOU MUST send goods back if approved in The ORIGINAL BOX, PACKING and WRAPPING materials is a MUST or NO REFUND shall be granted.
  5. 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.
  6. IF returning goods arrive broken – a photograph will be taken and sent for you to take all up with your chosen carrier.
  7. IF returning goods arrive broken – damaged etc. NO Refund – NO Exchange can take place.
  8. IF returning goods arrive broken – We WILL offer Proof of Damaged Goods
  9. 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.

  1. 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.
  2. The package will come back to WHOLESALE Pet Urns & Memorials Inc. Returns Department where we will inspect the parcel and goods inside.
  3. 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 )
  4. According to your wishes, & as agreed via email and or phone We will send a replacement or issue a refund for the product.
  5. 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.
  6. If you have any questions about Returns or Exchanges, please email us – returns@wholesalepeturnsandmemorials.com

REFUNDS

  1. A 15% RESTOCKING Fee may be applicable.
  2. A Full REFUND may be granted upon discussion and negotiation – you giving a valid reason for RETURN of goods etc.
  3. 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.
  4. If a NIL REFUND- NIL RETURN matter applied – all will be advised via email for record.
  5. Any item that is being returned as a “ REFUND” with approval MUST BE WITHIN 30 Days after Delivery-
  6. Any requested REFUND outside this 30 Day Period will be per SPECIAL APPLICATION and NEGOTIATION.
  7. 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
  8. Goods can only be refunded after receiving back into the warehouse and checked for damage etc.
  9. We will also notify you of the approval or rejection of your Refund Application
  10. If you seek a REFUND and all is approved – ALL RETURN Freights Cost 100% will be at your cost and effort.
  11. 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.
  12. 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.
  13. 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.
  14. This Credit shall automatically be applied to your account, credit card, or original method of payment.
  15. 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

  1. If you haven’t received a Refund yet, please first check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Next, contact your bank. There is often some processing time before a Refund is posted.
  4. If you’ve done all of this and you still have NOT received your Refund yet, please contact us at returns@wholesalepeturnsandmemorials.com

REFUNDS against SALE ITEMS

  1. Only Regular Priced – Full Priced as per YOUR approved BULK DISCOUNT RANKING PRICED items may be Refunded if so approved.-
  2. SALE ITEMS CAN NOT & WILL NOT be REFUNDED OR EXCHANGED