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Return Policy

At Passages International, we are committed to providing quality memorial products and exceptional customer service. We understand that purchasing funeral and cremation products often occurs during a difficult time, and we strive to make every experience as smooth as possible. If you need to return an item, please review the policy below.

Return Eligibility

Most unused, non-personalized products may be returned within 30 days of the original delivery date.

To qualify for a return, items must:

  • Be unused and in new, resalable condition.
  • Be returned in their original packaging with all included components.
  • Be accompanied by the original order number or proof of purchase.
  • Have an approved Return Merchandise Authorization (RMA) issued by Passages International prior to shipment.

Products returned without prior authorization may be refused.

Non-Returnable Items

Due to the nature of our products, the following items cannot be returned unless they arrive damaged or defective:

  • Personalized or engraved products
  • Products that have been used, assembled, or filled
  • Products that have been buried, placed in water, or otherwise used in a memorial service
  • Special-order or custom-manufactured items
  • Clearance or final sale merchandise

Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery. If your order arrives damaged, defective, or incorrect, notify Passages International within 5 business days of delivery.

To help us resolve your claim quickly, please provide:

  • Your order number
  • A description of the issue
  • Photos of the product
  • Photos of the shipping box and packaging materials
  • Photos of any shipping labels if applicable

Depending on the situation, we may replace the item, issue a credit, or provide another appropriate resolution.

Freight Orders (Caskets)

If your freight shipment arrives with visible damage to the packaging, please inspect the item before accepting delivery. If the casket appears to have been damaged during transit, refuse the shipment and notify Passages International as soon as possible.

If you choose to accept the shipment despite suspected shipping damage, you must note the damage on the Bill of Lading (BOL) or delivery receipt before signing for the shipment. This documentation is essential for filing a freight claim and helping us resolve the issue promptly.

Return Authorization (RMA)

Before returning merchandise, please contact our customer service team to obtain a Return Merchandise Authorization (RMA). Returns should not be shipped until an RMA has been issued.

Return Shipping

Unless the return is the result of our error or a defective product:

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • We recommend using a trackable shipping service for all returns.

Passages International is not responsible for returns lost or damaged during return transit.

Refunds

Unless the return is the result of our error or a defective product:

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • We recommend using a trackable shipping service for all returns. Passages International is not responsible for returns lost or damaged during return transit.
  • Once your return has been received and inspected, we will notify you of the status of your return.

Wholesale Customers

If your return is approved, a credit will be applied to your Passages International account for the approved amount. Account credits are not refunded to the original payment method.

Retail Customers

If your return is approved, a refund will be issued to the original form of payment whenever possible.

  • Please allow 10–14 business days for your account credit or refund to be processed after approval. Depending on your financial institution, additional time may be required for refunds to appear in your account.
  • Any applicable restocking fees will be communicated prior to processing your return.

Exchanges

If you need a different product, size, or design, our customer service team will gladly assist you with available exchange options. Replacement items are subject to product availability.

Questions?

If you have questions about your order or need assistance with a return, our team is here to help.

Phone: (505) 830-2500 | Email: info@passagesinternational.com