RETURNS & CANCELLATIONS

Our Commitment to Your Satisfaction
At Bogati, we understand that every return or cancellation situation is unique, and we are committed to working closely with you throughout the entire process. Our goal is to provide a smooth experience. We will guide you step-by-step to explore all available options, whether it's a replacement, refund, or store credit. We're here to help you find the best solution that meets your needs, ensuring you feel supported from start to finish.

All refunds or cancellations are subject to Bogati's approval, based on the information provided.

In General:

• Notification Period: All returns, replacements and cancellations  must be initiated within 30 days of receiving your order.
• How to start the process: Fill out the returns form available at the footer of our website (Resources & Requests>Request Return or Cancellation)  or email us at returns@bogatiurns.com. 
• Each submission should correspond to items from the same order.

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DAMAGED PRODUCTS:

• If you receive a damaged item, you will be asked to provide pictures of both the product and its original packaging.
• For products shipped to a third party, Bogati will replace the damaged item, but we are not responsible for arranging returns with the third party.
• You may choose to either cancel the order (refund or store credit) or request a replacement. 

Incorrect Products (Wrong Item, Color, or Size):

• Please send pictures of the incorrect product.
• You can choose to cancel the order (refund or credit store) or ask for the right product.

!! Important:

• Urns or jewelry that have been filled with cremains cannot be returned, even if the item is damaged or incorrect.
• For refunds or store credits, it is at Bogati’s discretion whether the defective or incorrect product must be returned.
  • If you are required to send the product back, you must do so within 15 days to be eligible for a refund or credit.
  • The product must be unused and in its original packaging.
  • In some cases, such as when a claim needs to be filed with the shipping carrier, Bogati may ask you to hold onto the product for a minimum of 30 days before returning it.
  • While we are awaiting the return of products, an outstanding invoice will remain on your account as a reference. Once we receive the returned items, the invoice will be voided.
• Please note that all store credits will be issued as a gift card, valid for 6 months and to be used ONLY on our online shop.

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ORDER CANCELLATION BY THE CUSTOMER:

We understand that circumstances may arise that require you to cancel your order (partial or total).  This policy applies when the cancellation is a result of actions within the customer's control, including but not limited to:

• Providing incorrect credit card information.
• Providing inaccurate shipping information.
• Purchasing the wrong products.
• Voluntary cancellation (Change of mind or no longer need the item).
• Delay in shipping or long delivery time.
• Order placed by mistake (accidental purchase).

Exclusions (No Exceptions):

Orders cannot be canceled after 30 days of being placed. We do not accept cancellations for:

• Items sold to a third-party or individual.
• Urns or Jewelry that have been used and filled with cremains.
• Merchandise that has been engraved, worn, used, or altered.
• Clearance or Imperfect Selections items
• Drop shipping products (all SKUs starting with DS listed under  ~Other Brands on Bogati Website)
• Cases of products 

Cancellation Fees (apply to the total of the canceled items):

• All paid orders, whether placed online, over the phone, or by email, are subject to a 3% administration fee upon cancellation. This fee covers the processing costs associated with cancellations and refunds.
• Canceled orders are subject to a 20% restocking fee, which will be deducted from your refund or store credit.
• We do not refund original shipping costs.
• If the order has not been paid, a balance equal to the 20% restocking fee will be added to the customer's account and applied to a future order.

Shipping:

• The customer is responsible for the cost of shipping the products back to Bogati.
• Products must be returned within 15 days of the cancellation being approved.
• All items must be unused and returned in their original packaging.
• The customer must provide Bogati with the tracking number for the returned order.

Refunds or Store Credit:

• The customer may choose to receive either a refund or store credit.
• Refunds or store credit will be issued after Bogati has received and inspected the returned items.
• Refunds typically take an average of 10 days to process, though the exact timeline may vary depending on the customer's bank.
• Store credit will be issued as a gift card for use in our online shop, valid for 6 months from the date of issuance.

Exceptions:

• This policy does not apply if the cancellation is due to an error on our part, such as product unavailability or shipping delays caused by our  fulfillment process.
• If the order is still at our premises, this is the only scenario where the restocking fee will be waived.

!! Important: We are not responsible for unforeseen issues arising from third-party shipping providers or natural disasters. While we strive to provide accurate and timely shipping information, factors beyond our control may affect delivery times. Thank you for your understanding in these situations.

Policy Updates
We reserve the right to modify or update these policies at any time. Customers are encouraged to review the policy periodically for any changes.

By placing an order with us, customers acknowledge and agree to abide by the terms and conditions outlined in these policies.

If you have any questions or concerns, please contact our customer service team for assistance.