We will honor a full refund of any product you purchase and return that is not to your satisfaction within 10 days of your purchase (please see Eligibility for specific details). Once 10 days have passed, Overnight Urns will not accept returns or issue any refunds for your purchase.
To initiate a return/exchange first contact us to confirm your order is eligible for please visit our returns portal which will guide you through the process. Please note that return shipping costs are the sole responsibility of the customer and if Overnight Urns issues a call tag, the cost will be deducted from your refund.
To be eligible for a return with a full refund you first must obtain authorization from Overnight Urns. Once authorization is granted your item(s) must be unused, must have no personalization, must be in new condition and must be in the original packaging. Orders that do not receive an authorization before return shipping will not be refunded and will incur shipping charges to the customer (even if "Free" shipping program was used) as well as a 10% restocking fee. Products that are personalized, altered in any way, missing the original packaging or have been used will not be eligible for return or refund.
Once your return is received by Overnight Urns and inspected to ensure all return criteria are met you will receive an email notification confirming your returned product(s) has been received. You will also be notified of the approval or rejection of your refund. Expedited shipping charges will not be refunded for returned products. All refunds are granted by Overnight Urns in its sole discretion.
If approved your refund will be processed and a credit will be applied to your credit card or original method of payment within 48 hours of receiving a confirmation e-mail.
Refunds for Incorrectly Engraved Items
No refunds will be issued for incorrectly engraved items unless the incorrect engraving was the result of an error on behalf of Overnight Urns. Should this happen, a new proof will be sent immediately and a replacement will be engraved and shipped as soon as possible. If the incorrect engraving was the result of incorrect information provided by the customer or a proof was approved by the customer with incorrect information, it will be the customer's sole responsibility to purchase a new product with all the necessary charges for personalization that it requires as well as any necessary shipping costs.
Status of Refund
The process of returning an item can take several weeks or more depending on the shipping method used to return the product to Overnight Urns. The following process will be used in processing returns and refunds:
- Customer must obtain and authorization in advance of shipping the product back.
- Once received at Overnight Urns, the product must be inspected and once accepted you will receive an email confirming your refund status. It is the customer's responsibility to keep a copy of this refund confirmation.
- Refund will then be issued to the card used for the purchase.
If you believe you have not received your refund after having been given the confirmation, please contact us as soon as possible so we can work with you to ensure it was done. Do not contact your credit card company without first speaking with Overnight Urns as sometimes it takes up to a week for the refund to be posted to your credit card statement.
Replacement products will be authorized if your order was defective or damaged upon arrival. To exchange it for the same exact item, please contact us at firstname.lastname@example.org.
It is the customer's sole responsibility to cover all costs related to return shipping of merchandise. Expedited shipping costs are non-refundable.
Upon receipt of your return authorization, you will be provided with the address to ship the return to. We recommend making sure you have ample insurance to cover the cost of the product in case any damages may be incurred during shipping. Overnight Urns is not responsible for products that are damaged upon receipt in its warehouse and will not issue any refunds for such product(s).