Refund and Returns Policy

Orders and Payments

We strive to make the ordering process simple and convenient for our customers. The following payment options are available:

• • Credit & Debit Cards: We accept Mastercard, Visa, and PayPal through our secure checkout process.

• • Buy Now, Pay Later: We offer Zip Pay and AfterPay for those who prefer to pay in installments without interest.

• • Phone Orders: You can place orders over the phone during our business hours:
    
    • • Monday to Friday: 8 am – 5 pm
    • • Saturday: 8 am – 2 pm (AEST, excluding public holidays)

If you encounter any issues while placing an order, please reach out to us and we will assist you.

Returns and Refunds

At Pure Souls Pet Aquacremation, we understand the emotional difficulties of losing a pet. Our goal is to support you through this process and ensure complete satisfaction with our services and products. If you are not satisfied, please let us know so we can assist.

Return Policy

• • If you receive a broken or damaged product, you must notify us within 24 hours of its arrival. Our partner courier company only accepts claims made within 24 hours of item being delivered. To process a replacement, please provide:
  • • • Photos of the shipping label on the urn box.
    • • Photos showing the box, the padding and the broken item.

• • If you have any other concerns or feedback, please contact us so we can address and resolve the matter in accordance with Australian consumer law.

• • In the event that you are still not satisfied, we may arrange a partial or full refund at our discretion. Please note that shipping costs are non-refundable.

For returns or any issues, contact us at admin@puresouls.com.au.

Shipping and Delivery

Pet Ashes Delivery

We aim to deliver your pet’s ashes within 5 business days after the cremation process. However, if unexpected circumstances arise, we kindly ask for your understanding. Allowing ourselves additional time, when needed, helps us uphold the highest standards of service and care for your pet.

• • Ashes are personally hand-delivered to your home or designated vet clinic, typically within 5 to 7 days.

Product Shipping (Urns & Memorials)

• • Orders for urns and memorial products are processed and shipped via a reliable courier service. Please note that we do not ship to P.O. boxes to ensure safe and timely delivery.

• • Once an order is placed, it is processed within 2 working days, with delivery typically taking 3 to 6 working days depending on your location.

• • COVID-19 Delays: Please be aware that shipping times may be impacted by COVID-19-related delays or peak seasonal volumes, which are beyond our control.

Frequently Asked Questions

• • Unable to Place an Order?
    
    • • Retry the payment process.
    • • Use a computer instead of a mobile device.
    • • Use Google Chrome as your browser for optimal site performance.
    • • If issues persist, contact us to place the order over the phone and kindly provide us with a screenshot of the issue so we can troubleshoot.

• • Order Cancellation Policy
    
    • • Orders cannot be canceled once they have been processed.

• • Tracking Your Order
    
    • • Once shipped, we will provide a tracking number via email or SMS. This tracking number can be used on the courier’s website to monitor the status of your shipment.