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.

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 support@petreb.com so we can resolve this issue.

Please note, that PetReb 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.

How can I return an order?

You can return an order with any suitable for you courier. 
Please return the item in it's original packaging to the following address:

Room 208, Xiangrui Hua Building B, 186 Aomen Xincun, Mintai Community, Minzhi Street, Longhua District, Shenzhen, Guangdong, China, 518110

It is very important that you mark the item as a low value item (returned) when you return it to avoid any import taxes and customs issues.

The product should be packaged the way it was received to avoid damage on return.

Once we receive the item, we'll review it and refund or send a new item if you want exchange.

UPS is the preferred courier company for return, as we usually ship with them. We cannot provide a return label from another 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.

Return Exceptions

Urns cannot be returned if they already been filled with cremains. 
Merchandise that has been customized, used, or altered will not be accepted for return or exchange.