Refund Policy

Because each urn is custom-made based on customer specifications, personalized products are not eligible for return unless they arrive damaged or contain a manufacturing defect.

We understand the importance of receiving your order in perfect condition. Due to the personalized and handcrafted nature of our products, all sales are generally final. However, we accept returns under specific conditions outlined below.

Eligibility for Returns

We only accept returns in the following cases:

  • The item arrives damaged
  • The item has a confirmed manufacturing defect

Customized or personalized items cannot be returned or refunded unless they are defective or damaged upon arrival.

We do not accept returns for reasons other than damage or manufacturing defects.

Return Request Window

To request a return, please contact us at info@customurn.net within 7 days of receiving your order.

Requests submitted after this period will not be accepted.

How to Request a Return

To initiate a return:

  • Email us at info@customurn.net
  • Include your order number and clear photos of the item showing the issue
  • Our support team will review your request and provide return instructions if approved

Return Shipping Costs

Since returns are only accepted for defective or damaged items, we will cover the return shipping costs for all approved return requests.

We will either:

  • Provide a prepaid return shipping label
  • Reimburse the return shipping cost after verification

Restocking Fee

No restocking fee will be charged for approved returns.

Return Address

Approved returns should be sent to:

300 Nickel St
Broomfield, CO 80020
United States

Please do not return items without prior authorization.

Refund Processing

Once we receive and inspect the returned item, we will process your refund within 3–5 business days.

Please note:

  • It may take additional time for your bank or credit card provider to complete the transaction
  • Refunds will be issued to the original payment method

Non-Returnable Items

We do not accept returns for:

  • Customized or personalized items (unless defective or damaged)
  • Orders with incorrect information provided by the customer

Contact Us

If you have any questions regarding your order, please contact us: