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Refund policy

At Vaso, we understand that purchasing a cremation urn is a deeply personal decision. Our goal is to ensure your complete satisfaction while handling all returns with the utmost care and respect.

Unused Product Returns

  • Returns are accepted within 30 days of delivery for unused, unaltered urns in their original packaging
  • The urn must be in perfect condition, free from any marks, scratches, or damage
  • Original packaging materials must be intact and undamaged
  • A full refund of the purchase price will be issued upon inspection
  • Shipping costs are non-refundable
  • Return shipping costs must be paid by the customer

Damaged or Defective Items

  • If your urn arrives damaged, please contact us within 48 hours of delivery
  • Photo documentation of the damage must be provided
  • We will provide a prepaid return shipping label for damaged items
  • A replacement urn will be shipped at no additional cost
  • Alternatively, a full refund including original shipping costs will be issued

Custom or Personalised Urns

  • Custom-engraved or personalised urns cannot be returned unless damaged or defective
  • Spelling or engraving errors on our part will result in a free replacement
  • Customer-provided text or design errors are not eligible for return

Used Products

  • For health and safety reasons, we cannot accept returns of urns that have been used
  • Please carefully verify dimensions and specifications before use

Return Process

  1. Contact us via email or phone to initiate a return
  2. Package the urn securely in its original packaging and mark it FRAGILE
  3. Include the original order information
  4. Ship to the provided return address using a trackable shipping method

Refund Processing

  • Refunds will be processed within 5 business days of receiving the returned item
  • The refund will be issued to the original payment method
  • You will receive an email confirmation when the refund is processed
  • Please allow 5-10 business days for the refund to appear on your statement

Exceptions

We reserve the right to deny returns that:

  • Do not meet the above conditions
  • Show signs of use or damage
  • Are received without prior authorisation
  • Are returned outside the 30-day window

Contact Information

For all return-related inquiries, please contact us on:

  • Email: bridgit@vaso.world
  • Phone: +6421882004
  • Hours: Monday to Friday NZT 8am - 6pm

We are committed to handling each return with compassion and understanding during this sensitive time. If you have any questions or special circumstances, please don't hesitate to reach out to our customer service team.