Refund & Returns Policy

Effective Date: April 21, 2026

This Refund and Returns Policy ("Policy") governs all purchases from WOOHOO! AGENCY! LLC, a California limited liability company operating as [ eternity ] at etnty.co. By placing an order, you agree to the terms of this Policy. Please read it carefully before purchasing.

1. Nature of Our Products

All Products sold by [ eternity ] are made to order and, where applicable, personalized to Customer specifications. Custom and personalized items are manufactured exclusively for each individual Customer and cannot be restocked or resold. This Policy reflects the bespoke nature of our Products and is consistent with applicable law governing custom-manufactured goods.

2. Memorial Headstones — Cancellation and Refund Policy

2.1 Cancellation Before Design Approval — Full Refund

You may cancel your memorial headstone order and receive a full refund at any time before you provide written electronic approval of the design proof. To request cancellation, contact us immediately at hello@etnty.co with your order number. Refunds are processed to the original payment method within 5–10 business days of your cancellation request.

2.2 Cancellation After Design Approval — No Refund

Once you have provided written electronic approval of the design proof, production of your headstone commences immediately. At that point, no cancellation, return, or refund is available, regardless of the reason, including but not limited to change of mind, change of plans, or change in personal circumstances.

By approving the design proof, you acknowledge and agree that: (a) production has commenced; (b) the order cannot be cancelled without incurring significant and irreversible manufacturing costs; and (c) this no-refund policy applies in full.

3. Memorial Headstones — Defects and Damage

3.1 Manufacturing Defects

A "manufacturing defect" is defined as: (a) incorrect engraving — names, dates, text, or symbols that materially deviate from the content approved in the design proof; or (b) structural flaws originating from the production or engraving process, including cracking, chipping, or surface damage caused during manufacturing (as distinguished from natural stone characteristics or post-delivery damage).

If your headstone has a manufacturing defect:

1. Notify us at hello@etnty.co with your order number and clear photographic evidence of the defect within 30 days of delivery
2. We will review your claim and, if the defect is confirmed, will at our sole discretion either: (a) replace the item at no cost to you; or (b) issue a full refund to the original payment method
3. We cover all shipping and handling costs for confirmed manufacturing defect claims

3.2 Shipping and Transit Damage

All shipments are fully insured. If your headstone arrives visibly damaged due to transit:

1. Inspect the package at delivery. Where possible, note any visible external damage on the carrier's delivery receipt when signing
2. Photograph all damage — outer packaging, inner packaging, and the item itself — before moving or using the product
3. Notify us at hello@etnty.co with your order number and photographic evidence within 48 hours of delivery

IMPORTANT: Failure to notify us within 48 hours of delivery may result in the denial of a transit damage claim. Shipping carriers impose strict reporting windows for insurance claims; we cannot file a carrier claim on your behalf without timely notice from you.

Upon receiving a timely and complete notification, we will file a claim with the carrier and arrange for a replacement headstone at no cost to you.

3.3 What Is Not Covered — Exclusions

The following are expressly excluded from all defect, damage, and warranty coverage:

1. Damage occurring after delivery to the shipping address — including damage from weather, environmental exposure, frost, UV, vandalism, theft, or physical impact
2. Damage caused by improper installation, improper handling, or improper maintenance
3. Errors in personalization (names, dates, spelling, symbols) that were present in and approved by the Customer through the design proof process
4. Natural and inherent characteristics of stone, including color variations, natural veining, grain patterns, and surface texture variations that are not defects
5. Normal weathering, fading, or surface wear of stone over time

4. Cremation Urns and Cremation Jewelry

4.1 Non-Personalized Items — Returns Accepted4.1 Cremation Urns and Jewelry — No Returns

Non-personalized cremation urns and cremation jewelry may be returned within 14 days of delivery for a full refund, provided that all of the following conditions are met:All cremation urns and cremation jewelry sold by [ eternity ] are final sale. No returns or exchanges are accepted for any reason, regardless of whether the item has been personalized.

1. The item is in its original, unused, undamaged, and unaltered condition
2. The item is returned in its original packaging with all included accessories and documentation
3. You contact us at hello@etnty.co prior to returning the item to obtain a Return Authorization Number (RAN)
4. The item is received by us within 21 days of the original delivery date

Return shipping costs for non-defective returns are the sole responsibility of the Customer. We strongly recommend using a trackable, insured shipping method. We are not responsible for items lost or damaged during return shipping.

4.2 Personalized Urns and Jewelry — No Returns

Personalized cremation urns and cremation jewelry are subject to the same terms as memorial headstones: no returns or refunds once production has commenced. The 48-hour shipping damage notification requirement and the manufacturing defect provisions of this Policy also apply.

4.3 Defective Urns and Jewelry4.2 Defective Urns and Jewelry

If a cremation urn or cremation jewelry item is received with a manufacturing defect: notify us at hello@etnty.co within 48 hours of delivery with your order number and clear photographic evidence. We will provide a replacement or issue a full refund at our discretion, and will cover all associated shipping costs.If a cremation urn or cremation jewelry item is received with a manufacturing defect: notify us at hello@etnty.co within 30 days of delivery with your order number and clear photographic evidence. We will provide a replacement or issue a full refund at our discretion, and will cover all associated shipping costs. (Note: claims for damage that occurred during shipping must still be reported within 48 hours of delivery.)

5. 50-Year Craftsmanship Warranty5. Warranty

Every memorial headstone sold by [ eternity ] is backed by a fifty (50) year limited warranty ("Warranty") covering manufacturing defects in engraving quality and stone craftsmanship. This Warranty is effective from the date of original delivery and is transferable to subsequent owners of the memorial product.[ eternity ] offers warranty coverage for two product categories: granite memorial headstones (Section 5.1) and cremation urns and cremation jewelry (Section 5.4). The terms and duration of each warranty differ; please refer to the applicable section for your product.

5.1 What This Warranty Covers5.1 Granite Memorial Headstones — 50-Year Limited Warranty

Every granite memorial headstone sold by [ eternity ] is backed by a fifty (50) year limited warranty (“Warranty”) covering manufacturing defects in engraving quality and stone craftsmanship. This Warranty is effective from the date of original delivery and is transferable to subsequent owners of the memorial.

1. Defects in engraving quality arising from manufacturing — including deterioration of letter depth, symbol accuracy, or surface finish that results from defects in the original manufacturing process (as distinguished from normal stone weathering)
2. Structural defects in stone craftsmanship originating from our production process

5.2 What This Warranty Does Not Cover

1. Natural weathering, surface erosion, discoloration, or fading of stone due to exposure to the elements over time
2. Damage caused by environmental factors, including rain, frost, freeze-thaw cycles, UV radiation, acid rain, or extreme temperature fluctuations
3. Vandalism, theft, or damage caused by third parties
4. Damage resulting from improper installation, improper handling, or failure to follow installation guidelines
5. Acts of God, natural disasters, or force majeure events
6. Errors in personalization that were approved by the Customer in the design proof

5.3 Making a Warranty Claim

To submit a Warranty claim: contact us at hello@etnty.co with: (a) your original order number or other proof of purchase; (b) a clear written description of the claimed defect; (c) clear photographic evidence of the defect; and (d) the current location of the memorial (cemetery name and address). We will review the claim within 30 business days and, if the claim is approved, will arrange for repair or replacement at no cost to you.

5.4 Cremation Urns and Cremation Jewelry — Standard Limited Warranty

Cremation urns and cremation jewelry are covered by a one (1) year limited warranty from the date of original delivery. This Warranty covers manufacturing defects in materials and workmanship. It does not cover normal wear and tear, accidental damage, discoloration due to environmental exposure, or damage resulting from improper use or care. To make a warranty claim, contact us at hello@etnty.co with your order number, a description of the defect, and photographic evidence.

6. Refund Process

All approved refunds are processed to the original payment method only (credit card, debit card, or other payment method used at checkout). We do not issue refunds by check, cash, or alternative payment methods unless the original payment method is unavailable. Refunds are issued in US Dollars. Processing time is 5–10 business days from the date of refund approval; the time for the funds to appear in your account may vary depending on your financial institution. We do not offer partial refunds.

7. Shipping Costs for Returns and Replacements

We cover all return and outbound shipping costs for: confirmed manufacturing defect claims; confirmed transit damage claims; and approved Warranty claims.

The Customer is responsible for return shipping costs for: non-defective item returns under Section 4.1 (non-personalized items returned by choice). We do not accept unsolicited returns for reasons outside the scope of this Policy.

8. Contact for Refund and Return Inquiries

All refund and return inquiries must be submitted in writing to:

WOOHOO! AGENCY! LLC
221 Hi Vista Rd, Sausalito, CA 94965
Email: hello@etnty.co

Please include your order number, a description of the issue, and photographic evidence where applicable in all communications. Verbal or phone-only reports without written follow-up do not constitute a formal claim.