Returns and refunds
We offer a 14-day return period. This means you have 14 days after receiving your item to request a return.
To be eligible for a return, your urn or memorial stone must be unused and not activated, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, fill in our contact form. Please note: returns must be sent to the following address: Westplein 12, Rotterdam, the Netherlands.
Once your return is accepted, we’ll send you a return label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always reach us with questions about returns at info@urnmypet.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers or plants), custom products (such as special orders or personalised items), and personal care products (such as beauty products). We also don’t accept returns for hazardous materials, flammable liquids or gases. Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to make sure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We’ll let you know once we’ve received and inspected your return, and whether the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at info@urnmypet.com.