Returns and Refunds Policy
Last updated: September 1st, 2022
Returns - You can return any items up to 30 days from date of purchase and up to 120 days for any items if they are defective or damaged. If the time frame allotted has gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
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Any item not in its original condition, is damaged or missing parts for reasons not due to our error
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Any item that is returned more than the time allotted
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In addition, please note the following: (i) Products can be returned only in the country in which they were originally purchased; and (ii) the following products are not eligible for return: any and all engraved product(s).
Refunds - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds - If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@thelivingurn.com.
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Exchanges - We can exchange all items up to 30 days from date of purchase and up to 120 days for any items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@teraloom.com and send your item to: Biolife, LLC, Attn: Returns & Exchanges, 6500 S. Quebec St., Suite 300, Greenwood Village, CO 80111.
Shipping - To return your product, you should mail your product to: Biolife, LLC, Attn: Returns & Exchanges, 6500 S. Quebec St., Suite 300, Greenwood Village, CO 80111.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Cancellation of Services on the part of the client subject to a 25% cancellation fee after reservation is confirmed. No less than $50 plus a 3% administrative fee and to cover transaction fees by PayPal, Fareharbor, Quickbooks, and credit card companies.
Customers will receive a full refund or credit in case of cancellation due to weather or other unforeseen circumstances. Contact us by phone to cancel or inquire about a cancellation. No-shows will be charged the full price.
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Retention of right to change offering
We may, without prior notice, change the services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason.
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Warranties & responsibility for services and products
When we receive a valid warranty claim for a product purchased from us, we will either repair the relevant defect or replace the product. If we are unable to repair or replace the product within a reasonable time, the customer will be entitled to a full refund upon the prompt return of the product to us. We will pay for shipment of repaired or replaced products to customer and customer will be responsible for return shipment of the product to us.
Eternity Care LLC / Teraloom Contact Information
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Email: info@teraloom.com
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Phone Number: 720-772-6492
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Mailing Address: 220 Eastridge Dr. Lincoln NE 68510