Refund policy

Refund & Return Policy

At GentleUrn, we understand that every piece we create carries a profound emotional weight. Our goal is to provide a beautiful, lasting tribute to your beloved companion. Because our products are custom-made (personalized with photos or 3D sculpts), please review our policy below:

1. Damaged or Defective Items

If your urn arrives damaged during transit or has a clear manufacturing defect, we will take full responsibility.

Action: Please contact us at contact@gentleurn.com within 48 hours of delivery.
Requirement: Include your order number and clear photos of the damaged item and the packaging.
Resolution: We will prioritize a free replacement to be sent out to you as quickly as possible.

2. Custom & Personalized Products

Because our items are uniquely crafted based on your pet’s likeness:

Non-Returnable: We cannot accept returns or offer refunds for "change of mind" once the production process has begun or after the item has been delivered, as these pieces cannot be resold.
Photo Quality: Please ensure you upload a high-resolution, clear photo. We create the urn based on the image provided; therefore, refunds cannot be issued due to the quality of the original photo supplied by the customer.

3. Order Cancellations

You may cancel your order within 12 hours of placement for a full refund.
After 12 hours, our artists often begin the 3D modeling or printing process, and a 30% restocking/labor fee will apply if you still wish to cancel.

4. Lost Packages

If your tracking information shows "Delivered" but you have not received your package, please contact your local postal service first. If the package is confirmed lost by the carrier, we will work with you to provide a replacement at a discounted rate or store credit.

5. How to Reach Us

Your peace of mind is our priority during this difficult time. If you have any concerns about your order, please reach out to our compassionate support team: