At Urns Sales Store, we approach every memorial urn with the same care and reverence that families bring to their remembrance. While we strive for perfection in every piece, we understand there may be rare occasions when an item needs to be returned or exchanged. This policy reflects our commitment to serving you with dignity during these moments.

Our Return & Exchange Commitment

We accept returns and exchanges within 15 days of receiving your item, provided the product is in its original condition with all packaging intact. Please note that due to the sacred nature of our products:

Non-Returnable Items: For reasons of dignity and hygiene, we cannot accept returns on:

  • Personalized or engraved urns
  • Glass urns (due to fragility and potential damage during return shipping)
  • Any urn that has been used or contains memorial remains

Return & Exchange Process

To initiate a return or exchange, please follow these steps with the same care we apply to crafting our memorial pieces:

  1. Contact Our Compassionate Team: Email us at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include:
    • Your order number
    • The reason for return/exchange
    • Whether you prefer a refund or exchange
    • Photos of the item if there’s visible damage
  2. Await Approval: Our team will respond within 2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package Carefully: Securely repackage the item in its original packaging with all included materials.
  4. Ship Back: Send the package to our address at:
    Urns Sales Store
    Returns Department
    591 Melody Lane
    Richmond, US 23223
    We recommend using a trackable shipping service and retaining your receipt.
  5. Processing: Once received, we will inspect the item and process your refund or exchange within 5 business days.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or damaged item). For exchanges, we will cover the shipping costs of the replacement item.

Refund Information

Refunds will be issued to the original payment method within 7-10 business days after we receive and inspect the returned item. Please note:

  • Original shipping fees are non-refundable
  • International returns may be subject to customs fees which are non-refundable
  • Processing times may vary by payment provider (Visa, MasterCard, JCB, PayPal)

Exchange Policy

If you wish to exchange your urn for a different style (such as moving from a Marble Urn to a Tree of Life Wood Urn), we will:

  1. Process the price difference (either charging or refunding as appropriate)
  2. Ship the new item via your original shipping method
  3. Cover the shipping costs for the replacement item

Damaged or Incorrect Items

If your item arrives damaged or incorrect (for example, receiving a Blue Coral Butterfly Urn instead of the Acacia Marble Urn you ordered):

  1. Contact us immediately at [email protected]
  2. Include photos of the damage or incorrect item
  3. We will arrange for a replacement to be shipped at no additional cost
  4. Provide a prepaid return label for the incorrect/damaged item if needed

Return Request Template

To help you compose your return request, here’s a template you may use:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Urns Sales Store Team, I would like to request a [return/exchange] for my recent order #[Your Order Number], placed on [Order Date]. Item to return/exchange: [Product Name, e.g., “Cultured Stone Urn – Medium”] Reason for return/exchange: [Please describe] I understand that personalized items and glass urns cannot be returned. The item is in its original condition with all packaging materials intact. [For exchanges, specify the replacement item you’d prefer] [For refunds, confirm your original payment method] Please let me know the next steps at your earliest convenience. I appreciate your understanding during this sensitive time. Sincerely, [Your Full Name] [Your Contact Information]

Our Promise to You

At Urns Sales Store, we recognize that our memorial urns carry profound significance. Our returns policy reflects our commitment to honoring that significance while ensuring your complete satisfaction. Should you have any questions about returning an item, our compassionate customer service team is here to guide you with the dignity and respect this process deserves.

For immediate assistance, please contact us at [email protected].

From our family to yours, we thank you for trusting us with your memorial needs.