Orders And Payments
The simplest way to facilitate payment is via Mastercard, Visa, or PayPal via the Checkout process.
Zip pay buy-now-pay-later service is also available
Orders can also be taken over the phone during business hours Mon – Fri 8am – 5pm Saturday and Sunday 8am – 2 pm (AEST – no public holidays).
Returns And Refunds
We want all of our customers to be 100% satisfied. We know losing a pet is very difficult and we want to facilitate everything involving the aftercare of your pet, so you do not need to be burdened any further. If you are not entirely satisfied with our services and/or our products, please contact us at your earliest convenience and we will handle the return according with the Australian consumer law..
If you have received a broken or damaged urn, it is very important that you notify us within two days of receiving the package and provide evidence of the damage to be eligible. We will refund or apply the amount towards an exchange or replacement.
If you have another complaint or feedback, we are happy to assist you in resolving all your concerns.
If you are still not satisfied with the service and want to return your order, we will, at our discretion, organise a partial or full refund.
Please be advised that our return policy does not apply to shipping costs.
Please contact us at firstname.lastname@example.org
Shipping and Delivery
Pet ashes will be returned to your home or designated vet clinic within a period of 7 to 14 days.
At check out, you will have the option to select if your preference is to adhere to our low carbon delivery model with our trusted carbon neutral delivery partner Sendler at no cost or if you prefer ashes to be personally handed over by one of our Pure Souls staff members for an additional fee.
Ensure your address is correct during checkout and that you choose either signature on delivery or leave in a safe place in my absence.
You will be able to trace the delivery online with a unique tracking number.
- If you chose signature required on delivery, please ensure someone will be home to receive the box or a redelivery will need to be schedule at your cost if any.
- You have full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment.