Refund Policy

Overview

We understand that purchasing memorial products is sensitive and personal. This Refund Policy explains when and how refunds may be requested, how requests are reviewed, and the circumstances under which automatic refunds are not available. The policy applies to retail customers only; wholesale (merchant) accounts are subject to separate terms.

Who Can Request a Refund

Only retail customers (non-wholesale accounts) may request refunds through the website. If you have a wholesale or merchant account, refunds and returns are governed by your merchant agreement—automated refunds via the website are not available to merchant accounts.

How to Request a Refund

1. Log in to your PFUrnCo account.
2. Go to My Orders.
3. Find the relevant order and click Return Item to submit a refund/return request.

After you submit a request, our returns team will review it and notify you if the request is approved or rejected. You will receive email updates to the email address on file.

Approval, Shipping & Refund Timing

• If your return request is approved, you will be instructed how and where to ship the merchandise back to our warehouse. Refunds will be executed after the returned merchandise arrives at our warehouse and is inspected in accordance with this policy.
• If your return request is rejected via the website, you must contact our Customer Service team for further assistance and escalation.

Refunds are processed after inspection of returned goods. Please allow a reasonable period for your return to be received and processed at our warehouse; timing may vary depending on shipping method and location.

When Automated Refunds Are Not Available

Automated refunds through the website are not available (and instead require a call to Customer Service) under any of the following circumstances:

1. The order is more than 30 days old.
2. An automated refund was previously rejected for that particular order (even if the rejection concerned a different product on the same order).
3. The customer is a merchant (wholesale account).

If your order meets any of the above conditions, please contact Customer Service for assistance.

Reasons PFUrnCo May Deny a Refund

PFUrnCo reserves the right to deny refunds for any reason, including but not limited to:

• Damage to the product caused by the customer or after receipt
• Excessive time elapsed since the original order
• Product is custom-made, engraved, or otherwise personalized (unless defective)
• Product line has been discontinued and replacement/refund is not appropriate

Even where a refund is denied, we will make commercially reasonable efforts to offer alternative solutions to satisfy the customer—such as exchanges, store credit, or repair—where appropriate.

Condition of Returned Items

Returned items must be received in substantially the same condition in which they were shipped, including all original packaging, accessories, and documentation. We may deduct reasonable restocking or refurbishment charges when applicable. Items that show signs of use, modification, or damage may be ineligible for a full refund.

Shipping Costs & Responsibilities

Unless otherwise stated, customers are responsible for return shipping costs. Shipping charges paid at the time of purchase are non-refundable unless the return is a result of our error (e.g., wrong item or defective product). We recommend using a trackable shipping method when returning items; PFUrnCo is not responsible for returned items lost in transit.

Partial Refunds & Exchanges

In some situations, only partial refunds may be granted (for example, items that are not in original condition, are damaged, or missing parts). Exchanges and store credit may be offered at our discretion.

Exceptions

Certain products and circumstances are exempt from automated refunds, including but not limited to:

• Custom or personalized items (unless defective)
• Clearance or final-sale items (where indicated)
• Orders placed under wholesale/merchant terms

How to Contact Customer Service

If your refund request is rejected, or if automated refund is not available for your order, please contact Customer Service for further assistance:

Policy Modifications

PFUrnCo may modify this Refund Policy at any time. Changes will be posted here with an updated Effective Date. Continued use of the site and submission of return requests after changes constitutes acceptance of the revised policy.