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Policies
Return Policy
Pollen accepts returns within 30 days of the original shipping date for non-customized kits purchased through Pollen.Care, provided they are in new condition.
Customized kits, seasonal items, and damaged merchandise are not eligible for return, and the $20 curation fee, as well as Shipping and Handling, is non-refundable.
To initiate a return, customers must provide a reason for the return and ship items back at their own expense once approved. While original packaging is preferred, we understand this may not always be possible. Once returned items are received and reviewed, refunds will be processed to the original payment method.
Please note that shipping costs for returns are the responsibility of the customer. For questions about our return policy or to initiate a return, please contact us at [email protected]
A Note on Pricing
Death care professionals provide essential services that bridge the gap between the living and the dead, offering crucial support during one of life’s most challenging transitions. This work encompasses technical expertise in handling remains, preserving bodies, and following legal and cultural protocols, while also requiring significant emotional labor as they guide grieving families through complex and sensitive situations.
This is why I implement a $20 curation fee for clients seeking customized selections from Pollen, as this service requires dedicated time, expertise, and emotional investment to properly understand and fulfill each unique request. This specialized knowledge makes work both demanding and invaluable to society.
Fair compensation for death care professionals, including those who specialize in services like Pollen, is crucial for maintaining high standards in the industry and ensuring these essential workers can sustain their practices. Beyond covering basic operational costs, appropriate payment recognizes the unique combination of technical skills and emotional intelligence, while also enabling professionals to invest in continued education, maintain their mental health, and provide consistent, high-quality services to their communities.
Clients who select directly from the catalog without customization are not charged this fee, as these selections don’t require the same level of personalized attention and expertise.
This financial recognition is vital for preserving the dignity of both the deceased and those who care for them in their final journey.