Refund Policy

Last Updated: August 26, 2026

At CustomUrn, our products are personalized and made to order based on the photos, personalization details, and specifications provided by each customer.

Because each order is created specifically for the customer, we only accept returns for defective products.

Return Policy

We accept returns only when a product is defective.

A product may qualify for a return if it has a confirmed manufacturing defect or if it was damaged during transit.

We do not accept returns for reasons unrelated to a product defect.

Eligible Product Condition

A defective product may be returned if it is:

New and unused
Opened for inspection
Slightly used

Opening or lightly using a product does not affect return eligibility when the product is confirmed to be defective.

Return Period

Return requests must be submitted within 30 days of receiving the order.

Requests submitted after 30 days are not eligible for return.

What Is Considered a Defective Product?

A defective product is one that has a confirmed problem with the product itself, such as:

A manufacturing defect
Significant damage that occurred during shipping
A production error that affects the intended product

The reported issue must be supported by clear photos or videos so that our team can verify the condition of the product.

What Is Not Eligible for Return?

We do not accept returns when there is no product defect, including:

Change of mind
Personal preference
No longer wanting the product
The product does not meet personal expectations
Incorrect customization information submitted by the customer
Incorrect or unclear photos submitted by the customer
Normal wear and tear
Damage caused by improper use, handling, storage, or care

Because our products are personalized and made to order, a correctly produced product cannot be returned simply because the customer changes their mind or prefers a different design.

Handmade and Personalized Variations

Some of our products are individually handcrafted, while others use different production processes.

For handcrafted products, minor variations in color, texture, shape, brushwork, or other artistic details may occur as part of the production process.

For personalized products, the final result is based on the photos and customization information provided by the customer.

These normal variations are not considered product defects.

How to Request a Return

If you believe your product is defective, please contact us within 30 days of receiving your order.

Email: info@customurn.net

Please provide:

Your order number
Clear photos of the product
Clear photos or video showing the defect
Photos of the packaging if the product was damaged during transit
A brief description of the issue

Our team will review the information and determine whether the product qualifies as defective.

Please do not send the product back before receiving return instructions from CustomUrn.

Return Shipping

For an approved defective product, we will provide return instructions.

If the product is confirmed to be defective, CustomUrn will cover the applicable return shipping cost.

Products returned without prior approval may not be accepted.

Refunds and Replacements

After an approved return is received and inspected, we will determine the appropriate resolution.

Depending on the circumstances, we may provide:

A replacement
A remake of the defective product
A refund to the original payment method

If a refund is approved, it will be issued to the original payment method.

Refund processing may take 5–7 business days after approval. The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Order Cancellation and Full Refund

All products can be cancelled for a full refund within 24 hours of placing the order, including personalized memorial urns and personalized memorial crystals.

To request a cancellation, please contact us within 24 hours of placing your order.

After 24 hours, your order may have entered production and cannot be cancelled for a refund due to a change of mind or other personal reasons.

This 24-hour cancellation policy applies to all products, regardless of whether production has already started.

For orders that are cancelled within the 24-hour period, the full amount paid for the order will be refunded to the original payment method.