Exchanges & Returns
Returns & Refund Policy – Heart Urns
At Heart Urns, we take great care to ensure every product arrives in perfect condition. However, if you receive a damaged or defective item, we will gladly offer a replacement or a full refund.
Damaged or Defective Items
Please inspect your order immediately upon delivery. If possible, check the item in the presence of the courier. Any damage must be reported to us within 24 hours, along with your order number.
Please note: This does not apply to damage caused by misuse, accident, or neglect.
Returns Not Accepted
We do not accept returns or exchanges for the following reasons:
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If the urn is too small to hold the ashes.
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If the color or design does not meet personal preferences.
Each product listing includes detailed information about capacity, dimensions, and photos, which can be reviewed before purchase.
Return Process
To initiate a return, please complete the Return Form [insert link to form] with as much detail as possible to help us process it efficiently.
Returns are accepted only if the item is damaged during transport or has a manufacturing defect.
You may cancel and return your order within 31 days, under the above conditions.
Before You Return
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Ensure the item and original packaging are undamaged.
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If your order arrives damaged, contact us immediately at:
📧 info@hearturns.com
Please package the item securely to prevent damage during return transit.
Return Costs
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Return shipping costs are the responsibility of the customer.
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We only refund the product cost for items returned due to damage or defect.
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Be sure to mark the package as a return with low declared value to avoid customs delays or charges.
Returning from Europe
We partner with DPD Group for easy EU returns:
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Generate and print your return label via the DPD portal.
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Attach the label to your parcel.
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Drop it off at any DPD Pickup point.
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Include the completed return form inside the package.
Returning from Outside Europe
You may return your item using any reliable courier of your choice.
We recommend using UPS, as it's our preferred shipping partner. Please note, we do not provide return labels for non-EU shipments.
Return Address
HEART URNS
James Boucher 12 street
1168 Sofia, Bulgaria
Refunds
Once your return is received and inspected, we will process your refund within 14 business days to your original payment method (credit card, PayPal, etc.).
⚠️ Refunds are issued only for the actual amount paid. If the item was bought on sale, the refund reflects the discounted price.
Products returned with missing or damaged parts will not be eligible for refund or exchange.