quality assurance

We take pride in the quality of our products, however, we do acknowledge that isolated incidents may happen where in you may not be satisfied with our products.

 

Samsara values your support so we are committed to providing you a trouble-free experience.

terms and conditions

For damaged urns

In instances where you might receive your urn damaged, please send us a message within 24 hours. Attach a photo of the damage and our team will respond to you within 1 to 2 working days. The replacement will be sent to you as soon as  the damaged urn has been returned to us. Shipping fee for returning the item will be refunded once we receive the damaged urn. 

Received a different urn 

Should you receive an urn different from what you have ordered, please send us a message along with a photo of the urn that you received. Upon confirmation on our end that we sent out a different urn, a replacement will be shipped within 1 to 2 working days after confirmation. Shipping fee for the return of the wrong urn will be on us. 

 

Late or lost delivery

In case your order is late or lost, we will try to get in touch with the courier and update you regarding the status. If delays are caused by natural phenomena such as, but are not restricted to, bad weather conditions and calamities, we would ask for your consideration. This will be handled on a case-to-case basis. 

 

Wrong delivery address

For reasons outside our control, such as being provided with the wrong address by the client, we will not be able to offer a replacement so it is important to review the order details before placing an order. However, should this happen due to factors in our control, we would take the responsibility of getting you a replacement. 

Please note the following exceptions to our return and exchange policy:

  • Discounted items are final and cannot be returned or exchanged

  • Returned items without complete original packaging and receipt

  • Items that have had ashes placed inside. 

  • Returned items because of incorrect projection of urn capacity needed for the ashes by the client. 

  • Damages by using detergents, abrasives, or other harsh cleaning agents

  • Damages from negligence, abuse, normal wear and tear or accidents

  • Damages resulting from using the product in a way that it is not intended for use.

  • Any product modification, or repaired items. (i.e. personalized or engraved urns)

  • Items older than 7 days from purchase

  • Change of mind 

 

Instructions for returning an item will be given by our team once we facilitate the exchange. Refunds will  only be given if there is a failure to facilitate the exchange given inventory, delivery limitations and other reasons as may be provided by Samsara. In addition, refunds will be transferred only when the returned item has been received by our team.