Return and Remake Policy

Last updated: May 6, 2026

This Return and Remake Policy explains how returns, remakes, and delivery issues are handled at URNORY. It works together with our Terms of Service and Privacy Policy. If there is any conflict between this policy and the Terms of Service, the Terms of Service control.

FINAL SALE - IMPORTANT NOTICE

ALL URNORY PRODUCTS ARE FINAL SALE. Every product is custom-made and personalized to your specific order. No returns, no exchanges, and no refunds will be issued except for a verified manufacturing defect, as determined by PSS LLC in its sole discretion.

This notice is provided in compliance with New York General Business Law § 218 and is also displayed at checkout and on each product page.

By completing your purchase, you acknowledge that you have read and accepted this policy.

Quick Summary

All sales are final. No returns, no refunds, no exchanges based on customer preference.
The only exception is a verified manufacturing defect, determined by PSS in its sole discretion.
Reports must be submitted within 7 days of the carrier's delivery scan, with required photos.
Our remedy is a remake of the item - not a refund - except where required by law.
Customer-supplied errors (typos, low-quality images, design choices) are not our responsibility.
Cancellations are accepted only before production starts.

1. What Is Not Returnable

The following are final sale and not returnable, exchangeable, or refundable for any reason other than a verified manufacturing defect under Section 4:

Any product with personalization or custom design, including engraved, printed, or layered text, images, photographs, logos, or layouts;
Any product that has been used, filled, opened, mounted, displayed outdoors, or altered after delivery;
Items that have come into contact with cremated remains;
Clearance, sample, prototype, demo, or final-sale items;
Setup fees, design fees, processing fees, or expedited shipping charges;
Non-personalized accessories such as velvet bags, funnels, gift boxes, or pedestals, except where required by law.

2. No Returns, No Refunds

Because every URNORY product is manufactured specifically for the purchaser, we do not maintain returnable stock. By placing an order you acknowledge and agree that:

The product cannot be resold or restocked once produced;
You waive any right of return, exchange, refund, or cooling-off period to the maximum extent permitted by law;
Subjective dissatisfaction, change of mind, family disputes, missed memorial services, or third-party rejection (cemetery, columbarium, etc.) are not grounds for return or refund;
Variations inherent to AI-assisted design (see Section 20 of the Terms of Service) are not defects.

3. Reporting a Problem - 7-Day Window

To be eligible for any remedy, you must report the problem within 7 calendar days of the carrier's delivery scan.

How to report:

Use the contact form at urnory.co (preferred), or email info@pssart.com;
Provide your order number, full name, and phone number;
Attach all required photos (see below);
Keep all packaging and the product itself in original condition until we close the review.

Required photos:

The outer carton, all sides;
Inner packing and protective materials;
The product from front, back, left, and right;
A close-up of the alleged issue;
The shipping label clearly showing the tracking number.

Reports submitted after 7 days, or without the required photos, are waived and not eligible for any remedy.

We typically respond within 2 business days.

4. Manufacturing Defects - The Sole Exception

A "manufacturing defect" is determined exclusively by PSS LLC in its sole and final discretion based on the photos and information you provide.

4.1 Examples that may qualify as a defect

A base color that is materially and obviously different from what was ordered (not a minor tone shift);
Printed text that does not match the order data submitted by the customer;
The wrong design, layout, or template applied compared to the order data.

4.2 Examples that do NOT qualify as a defect

The following are inherent to custom printing and hand-finishing, are within normal production tolerances, and are not eligible for return, refund, or remake under any circumstance:

Color, hue, saturation, gloss, or sheen variations within standard print tolerances;
Differences between on-screen previews, mockups, or renderings and the finished product (RGB screens cannot accurately represent CMYK + white + varnish printing on physical substrates);
Dimensional or alignment variances of up to ±5 millimeters;
Slight shifts in printed text or image positioning within tolerance;
Surface texture variations on ceramic, metal, or composite substrates;
Visible brushstrokes, pooling, or texture in varnish or finish layers;
Minor differences between separate orders of the same design;
Errors arising from low-resolution, blurry, dark, compressed, or improperly composed customer-supplied images;
Errors arising from typos, autocorrect, capitalization, punctuation, or grammar in customer-supplied text;
Variations inherent to AI-assisted creative interpretation;
Customer dissatisfaction with the artistic interpretation of submitted content.

4.3 Our remedy for verified defects

If PSS confirms a manufacturing defect under Section 4.1, our sole remedy is, at our option:

Remake and reship the item to match the original order data, OR
Refund the product price, where required by law.

The following are never refunded:

Original shipping charges;
Expedited or upgraded shipping charges;
Taxes, duties, or customs fees;
Any other order charges beyond the product price.

Replacement shipments are sent at the original service level. Upgrades are at your expense.

We may, at our option, request that you (a) return the original item using a prepaid label we provide, or (b) destroy the item with documented photo evidence. The choice is ours, not yours.

5. Customer Errors - Your Responsibility

Print quality equals file quality. What you submit is what we print.

You are solely responsible for:

Spelling, grammar, capitalization, punctuation, dates, and content of all submitted text;
Resolution, sharpness, exposure, contrast, and color of submitted images;
Image cropping, composition, and subject matter;
Design choices, color combinations, and layout decisions;
Verifying any preview shown at checkout before submitting the order.

5.1 File quality standards

For best results, submit:

Images at 300 DPI at final printed size, with embedded color profile;
Vector logos in .svg, .eps, .pdf, or .ai format where possible;
Photos taken in good lighting, well-focused, with the subject centered.

Screenshots, social-media downloads, compressed messaging-app images (WhatsApp, iMessage), or files under 1 MB will likely print soft, pixelated, or distorted. That outcome is your responsibility, not ours.

5.2 Our review

We may, at our sole discretion:

Adjust scale, placement, spacing, line breaks, or kerning to fit the urn and improve legibility;
Reject files that are clearly unsuitable and request new ones (which may shift your production timeline);
Decline to retouch photos, color-correct, or fix grammar, spelling, or punctuation.

Our adjustments are part of our craftsmanship. They are not grounds for return or remake.

5.3 Discounted remakes (goodwill, not a right)

For errors caused by you, we may, at our sole discretion and as a one-time courtesy, offer a discounted remake. This is not a right, not a guarantee, and may be withdrawn at any time. Contact us through the form at urnory.co for a quote. Discounted remakes require full advance payment of the discounted price plus shipping.

6. Cancellations

Orders may be canceled only before production starts.
"Production starts" includes design preparation, file processing, color separation, or any pre-print step, as determined by PSS.
Once production starts, no cancellations and no refunds are issued, in whole or in part.
Pre-orders (where offered) may be canceled for a full refund any time before production begins.
To request cancellation, submit through the contact form at urnory.co immediately after ordering. We are not obligated to confirm or honor cancellation requests.

7. Damaged or Missing in Transit

If a package arrives damaged, or is marked delivered but cannot be located:

Report within 7 days of the carrier's delivery scan (or of the carrier's last tracking update for missing packages);
Provide the photos required in Section 3 and cooperate fully with any carrier inspection;
Keep all packaging until the claim is closed;
For missing packages, first check with household members, neighbors, building staff, and the carrier; verify the shipping address you submitted.

We will assist with a carrier claim. Available remedies depend on carrier findings, available insurance, and applicable terms. Title and risk of loss transfer to you when the carrier accepts the package (see Terms of Service Section 6.3). PSS is not liable for carrier loss, damage, or delay.

8. Wrong or Incomplete Address

You are solely responsible for entering a complete and accurate shipping address. If a package is returned, refused, undeliverable, or lost due to an incorrect, incomplete, or inactive address:

Reship fees apply (new shipping fee plus a handling fee);
For personalized items, we reship only - we do not refund;
Repeated address errors may result in order cancellation with no refund.

9. Unauthorized Returns

Returns sent without an RMA (Return Merchandise Authorization) issued by PSS will be rejected, returned to sender, or destroyed at our discretion. Risk of loss for unauthorized returns remains entirely with the sender. We accept no liability for products shipped to us without prior written authorization.

10. International Orders

For shipments outside the United States:

Customs duties, import taxes, brokerage, and clearance fees are entirely the recipient's responsibility;
Transit times vary due to customs and are not guaranteed;
Approved returns must be shipped prepaid by you and clearly marked as a return;
Duties and taxes paid to customs authorities are not refundable by PSS;
Force majeure and customs-delay events are excluded from any remedy.

11. Hygiene, Safety, and Use Limitations

URNORY products are for memorial use only - designed for indoor display of cremated remains. They are not for food, drink, jewelry, body-contact, or any other consumable or wearable purpose unless expressly designated as such.

11.1 Memorial-use limitations. PSS makes no warranty that the product will withstand:

Cremation or exposure to extreme heat;
Burial or soil contact;
Water immersion or scattering at sea;
Outdoor exposure to weather, UV, or temperature extremes;
Drop, impact, or rough handling.

We further make no guarantee that any keepsake-size product will hold the entirety of an individual's cremated remains, or that any product will satisfy the rules of any specific cemetery, columbarium, religious institution, or transportation authority. Verifying compliance is your responsibility before ordering.

11.2 Returns of used items. Any approved return must be unused, empty, and in original condition. Items that have come into contact with cremated remains, ashes, or any organic material cannot be accepted for return under any circumstance, except where required by law.

11.3 California Proposition 65 notice. WARNING: Some URNORY products may contain materials, including ceramic glazes, metal alloys, pigments, or printed coatings, known to the State of California to cause cancer, birth defects, or other reproductive harm. For more information, visit www.P65Warnings.ca.gov. This notice applies to shipments to California addresses.

12. White-Label Storefronts (Funeral Homes)

If you purchased through a funeral home or other partner storefront powered by URNORY:

This Return Policy applies to the product itself;
Any pricing, scheduling, or service promises made by the partner outside the storefront are the partner's responsibility, not PSS's;
Defect investigations, remakes, and product-related questions are handled by PSS through the contact channels above;
The partner may offer additional accommodations at their own expense.

13. Relationship to the Terms of Service

This policy is a customer-facing summary for clarity and convenience. It does not modify, expand, or limit the Terms of Service. Where this policy is silent, the Terms of Service control. Where this policy and the Terms of Service appear to conflict, the Terms of Service control.

To the maximum extent permitted by law, our total liability for any claim is limited to the product price paid for the order in question. Nothing in this policy limits rights you may have under non-waivable consumer-protection laws in your jurisdiction.

Contact

Customer service & claims: contact form at urnory.co
General inquiries: info@pssart.com
Legal notices, DMCA, privacy requests, accessibility issues: legal@pssart.com

Accessibility: PSS strives to conform to WCAG 2.1 Level AA. If you need assistance accessing this policy or filing a claim due to a disability, contact us through any of the channels above and we will accommodate your request.

PSS LLC, doing business as URNORY Brooklyn, NY, United States

END OF POLICY