Refund Policy

Last Updated: August 4, 2026

At Customurn, every memorial urn is carefully created as a personalized product based on each customer's unique requirements.

Because our products are custom-made and created specifically for each customer, we have specific return and refund guidelines.

30-Day Return Request Period

Customers may contact Customurn within:

30 days after receiving their order

if they experience an issue with their product.

To request assistance, please contact:

Email: info@customurn.net

Please include:

Order number
Photos of the product received
Description of the issue

Our customer support team will review your request and provide an appropriate solution.

Personalized Product Return Policy

Customurn products are personalized memorial items created specifically for each customer.

Due to the customized nature of our products, we do not accept returns or exchanges for products that:

Were correctly produced according to the customer's submitted information
Match the approved customization details
Are no longer wanted due to a change of preference
Contain customer-provided incorrect information

Before production begins, customers are responsible for reviewing and confirming all customization details.

Damaged, Defective, or Incorrect Products

If your product arrives with:

Visible damage caused during shipping
Manufacturing defects
Incorrect customization caused by Customurn

please contact us within 30 days after delivery.

After reviewing your request, we may provide:

Replacement of the product
Correction of the issue
Refund when applicable

Customers may be required to provide photos or supporting information to help us verify the issue.

Refund Processing

Once a refund has been approved, it will be issued to the original payment method.

Refund processing time:

5–7 business days

Please note that the actual time for the refund to appear in your account may vary depending on your bank, credit card provider, or payment institution's processing standards.

Order Cancellation

Customers may request cancellation within:

24 hours after placing an order

Because Customurn products are personalized and production may begin shortly after order confirmation, cancellation requests submitted after this period may not be accepted.