Exchanges & Returns
Returns Policy
If you receive a product, which is damaged, or defunct then we will be happy to provide replacement or refund. Goods should be inspected immediately for damage, in front of the courier (if possible) and if found to be damaged reported to us within 24 hours quoting the order number. Please note this does not include damage or defect caused by accident, misuse or neglect by the customer.
Please, note that we do not accept returns or exchanges if the urn is too small to hold the ashes or if another colour is preferred after receiving the urn. All products have their capacity and dimensions in the listing description, which can be found at our website.
Damaged Urn
If your product arrives damaged, please follow these steps:
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Do not discard the packaging.
Keep both the box and all contents exactly as received. -
Contact us immediately.
Email us at art@pulvisurns.com with clear photos of:-
The outer box
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The damaged item
This helps us start the damage review process right away.
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File a claim with UPS.
Search “UPS near me” on Google to find your local UPS phone number.
When you call, provide your tracking number and inform them that you received a damaged shipment and need to file a claim.
Please keep the urn and the box—UPS may need to inspect them. -
Send us the UPS claim number.
Once UPS files the claim, they will give you a claim number. Please email that number to us so we can proceed with approval.
If you want to return a product
In order to allow us to handle the return process in the quickest and best manner possible, please fill out as much information as possible on the return form, which can be found here. Customers have the right to cancel and return their order within 31 days, only if the product is damaged during transport or defective.
Prior to return, please assure that the package or the product is not damaged. In case your shipment is delivered damaged, please contact us as soon as possible at art@pulvisurns.com so we can resolve this issue.
Please note, that Pulvis Art Urns only refunds the purchased product if there's a problem with the item due to delivery (damaged or defective).
All return costs are due from the cusotmer.
Return Instructions
Please use a reliable courier of your choice to return the order.
Do not include any original documents inside the package, as this is a return shipment and may result in duty charges that we are not responsible for. Including such documents can also delay the return process.
Return Address:
PULVIS OOD
Zlaten Rog 16 B
Post Code 1168
Sofia, Bulgaria
Phone: +359 88 345 9880
Important: When preparing your return, please mark the shipment as a “low-value returned item.” This helps avoid import taxes and customs delays.
Please ensure the product is packaged exactly as it was received to prevent damage during transit.
Once the item arrives and is reviewed, we will proceed with your refund or send a replacement item if you prefer an exchange.
Recommended Courier:
UPS is our preferred courier for returns, as we typically ship with them.
Please note that we are unable to provide return labels for shipments originating outside our country.
Refund Policy
The purchase amount of products returned according to our Returns Policy will be refunded to the payment source (i.e. credit card / paypal) used to place the order in 14 business days. Your refund will be for the actual purchase price of the item. For example, if you return an item purchased as part of a sale or promotion, you will receive a refund for the actual amount paid, not the total retail price of the item.Damaged or missing parts of the product would result in non-refund.