Return and Remake Policy
Last updated: 09/04/2025
This policy explains how returns, remakes, exchanges, and delivery issues are handled. It works together with our Terms of Service. If there is a conflict, the Terms of Service control.
Quick Summary
- Personalized items are made to order and are not returnable.
- If there is a manufacturing defect or an error caused by us, we will provide a remake of the item. Refunds are not offered except where required by law. Expedited shipping is not refundable.
- Delivery issues must be reported within 7 days of the carrier delivery scan. Include photos of the packaging and the product.
- Non-personalized accessories, if any, are final sale and not returnable or exchangeable, except where required by law.
What Is Not Returnable
- Any product with personalization or custom design, including engraved or printed text, images, or layouts.
- Items that have been used, filled, or altered after delivery.
- Clearance, sample, or final sale items, and design fees.
Report a Problem Within 7 Days
Contact support@urnory.co within 7 days of the carrier delivery scan.
Include:
- Your order number
- Clear photos of the issue
Keep all packaging until we complete our review. Late reports may limit available remedies.
Required photos:
- Outer carton
- Inner packing
- Product (front, back, left, right)
- Close-up of the issue
- Shipping label with tracking number
Our Remedy for Defects or Our Error
If there is a manufacturing defect or an error caused by PSS LLC, doing business as URNORY, our sole remedy is a remake of the item to match the order data and approved design. Refunds are not offered except where required by law.
Notes:
- Expedited or upgraded shipping charges are not refundable.
- Replacement shipments use the original service level unless you request and pay for an upgrade.
- We may request a return of the original item, or permit documented destruction with photos.
What Qualifies as a Defect or Material Deviation
Examples that usually qualify:
- Wrong base color that is materially different from what was ordered.
- Text produced that does not match the order data.
- The wrong design or layout applied compared to the order.
Examples that do not qualify:
- Minor color shift or gloss variation due to normal print and finish tolerances.
- Alignment variance within ±5 millimeters.
- Small differences between on-screen previews and the final printed finish.
- Minor surface variation from hand finishing.
Customer-Caused Issues
Typos, low-resolution uploads, or design choices you submit are your responsibility once the order is placed.
Print quality equals file quality.
Provide print-ready files at 300 DPI at final size with an embedded color profile, and vector logos where available.
Avoid:
- Screenshots
- Compressed messaging-app images
- Small or low-quality files
We may make minor adjustments to scale, placement, spacing, or line breaks to fit the urn and improve legibility.
We do not retouch photos or correct color, exposure, grammar, or punctuation.
If files are unsuitable, we may request new files; production timelines may shift accordingly.
As a courtesy, we can offer a discounted remake when feasible — contact support@urnory.co for a quote.
Cancellations
Orders may be canceled only before production starts.
Once production starts, cancellations and refunds are not available for personalized items.
Pre-orders may be canceled for a full refund any time before production begins.
Non-Personalized Accessories
If we offer non-personalized accessories (for example, velvet bags, funnels, or gift boxes), they are final sale and not returnable or exchangeable, except where required by law.
Damaged or Missing in Transit
If a package arrives damaged or is marked delivered but cannot be located:
- Report within 7 days of the carrier delivery scan.
- Provide the required photos and cooperate with carrier inspections.
- Keep all packaging until the claim is closed.
- For missing packages, check with household members and neighbors and confirm the shipping address.
We will assist with a carrier claim. Remedies depend on carrier findings and available insurance.
Wrong or Incomplete Address
You are responsible for entering a complete and accurate shipping address.
If a package returns due to an incorrect address or refusal, reship fees apply.
For personalized items, we reship only — we do not refund.
Unauthorized Returns
Returns without an RMA (Return Merchandise Authorization) may be rejected or returned to sender.
Risk of loss for unauthorized returns remains with the sender.
International Orders
For shipments outside the United States:
- Duties and import taxes are the recipient’s responsibility.
- Transit times vary due to customs.
- Returns must be shipped prepaid and marked as a return.
- Duties and taxes paid to customs are not refundable by us.
Hygiene and Safety
Products are for memorial use only, not for food or drink.
Any return must be unused and empty.
Items that have contacted cremated remains cannot be accepted for return, except where required by law.
How to Start a Claim or Request
Email info@pssart.com with:
- Order number
- Full name and phone number
- Description of the issue
- Required photos
- Confirmation that you are requesting a remake (if eligible)
We usually respond within 2 business days.
Relationship to the Terms of Service
This policy is a summary for convenience. It does not change the Terms of Service.
Where permitted by law, our total liability will not exceed the amount you paid for the order that gave rise to the claim.
Nothing in this policy limits your rights where such limitations are not allowed by law.