Returns

OUR PROMISE TO YOU

We stand behind the products we sell. We want every SoulUrns 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.

 

If for any reason you choose the wrong item, we'll exchange it. If a product needs to be repaired or replaced under warranty, please do not hesitate to contact the SoulUrns team for kind and caring assistance.

EASY RETURNS

We understand how disappointing it can be when purchases don't work out, and we do everything we can to make the returns process fast and simple. Items may be returned for refund or replacement, provided that you contact us within 90 days of shipment and items are in sellable condition. Shipping charges apply and are non-refundable.

SoulUrns cannot accept a return for or refund the following:

  • Item that has had any ashes placed in it.

  • Item that has been personalized with direct engraving.

  • Items that have been altered or mishandled.

  • Items that have been altered or mishandled.

  • Special-order items not listed in our catalog or on our site (unless approved by customer service).

SENDING YOUR PACKAGE

Step One: Get a Returns Number

Each return to SouUrns needs a return number assigned to it so that we can track and handle it in a timely way. This number is called an RMA number. You have two ways that you can request an RMA number.

 

• Send an email to SoulUrns at return@soulurns.com. Don’t forget to tell us your name, your order number, and the product you want to return.

 

• Chat With Our Executive over Website and Get RMA Number.

We will issue you an RMA number, and all you need to do is include that RMA number on the outside of the box or inside on a slip of paper.

Step Two: Packaging

Pack the item in its original shipping box, if possible, or a sturdy, plain cardboard box. Remove or cover any pre-existing labels or stickers. Print the Return Number and return address label included in the email and attach it to the box with clear packing tape. Seal the box completely, making sure the item is secure for shipment.


For returns, we provide a UPS shipping label at a discounted cost. SoulUrns will provide a full product refund. Returns sent through other carriers (including Fedex, DHL, USPS, etc.) are subject to shipping fees at the customer’s expense. Please note that expedited shipping charges are non-refundable unless UPS did not deliver as promised.

YOUR REFUND

Allow 7 days for your package to arrive at our fulfillment center. Within 48 hours, your return will be processed back into our inventory. Once your return has been received, you'll get an email confirmation that your return has been processed.

According to your wishes, SoulUrns will send a replacement or issue a refund for the product. Your financial institution will credit your card 2-10 business days later.

DAMAGED IN TRANSIT

If your merchandise is damaged in shipping, please contact us immediately. We will assist in filing a claim with the carrier and sending a replacement to you.

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