Refund policy

Return Policy

At Solace Caskets, we understand that purchasing a casket is a deeply personal and often time-sensitive decision. We are committed to providing high-quality merchandise and exceptional service. Please review our return policy below, designed to provide clarity and peace of mind during a difficult time.

Eligibility for Returns

We accept returns only under the following conditions:

• The casket arrived damaged in transit or with manufacturer defects
• The wrong item was shipped (e.g., incorrect model, color, or size)
• The order is cancelled before it has shipped
• The casket must be repackaged securely and returned in the original packaging

We cannot accept returns for any other reason once a casket has been delivered. You will also need the receipt or proof of purchase 

Return Time Frame

All issues must be reported within 24 hours of delivery. Please inspect the casket upon arrival and contact our customer care team immediately if there are any concerns. To start a return, you must call us directly at 888-380-9082. 

Return Fees & Conditions

• If the return is due to damage or our error:
• We cover 100% of the return shipping costs
• No restocking fee will be charged
• For all other approved returns:
• A 25% restocking fee will apply
• You will be responsible for all shipping costs and a 25% restocking fee

Packaging Requirements for Returns

To ensure safe return transit:

• Caskets must be returned in the original shipping container
• The casket must be securely repackaged using the same materials and method as when originally received
• Caskets that are improperly repackaged or arrive damaged due to poor packaging may not be eligible for a refund

How to Start a Return or Report an Issue

1. Contact our team within 24 hours of delivery at
   📞 (888)380-9082 
2. Provide your order number, a brief description of the issue, and have clear photos that can be emailed to us showing any damage or incorrect item.
3. We will respond promptly with next steps and return instructions if applicable

Approved refunds will be issued to your original payment method within 5–7 business days of receiving and inspecting the returned casket. Any applicable restocking or shipping fees will be deducted.

Non-Returnable Items

• Caskets that have been used ( such as a decedent being placed inside ) or not in the original  packaging
• Caskets damaged after delivery due to improper handling
• Custom or personalized caskets

   

Order Cancellations

You may cancel your order for a full refund if it has not yet shipped. ( A casket is considered shipped when it leaves our warehouse. ) Unless otherwise agreed to by both parties, caskets ship within 1 -2 days of order and arrive within 2 – 3 days of order.
Once a casket has shipped, the order cannot be canceled and is subject to our standard return policy.

Have questions? We’re here to help.
📞 (888) 380-9082