Refund Policy

Last updated: December 19, 2025

Thank you for choosing our custom memorial products. Each item is made to order with care and personalization. Please review the policy below carefully before placing your order.

30-Day Return Window (Eligible Cases Only)

We offer a 30-day return window for eligible issues only. This means you have 30 days from the date you receive your item to submit a return request if your product meets the eligibility conditions outlined below.

Return requests must be submitted within 30 days of delivery.
Items returned without prior authorization will not be accepted.

Eligibility for Returns & Refunds

Due to the customized and personalized nature of our products, returns and refunds are accepted only under the following circumstances:

The item arrives with significant damage caused during shipping, or
The item contains a serious manufacturing defect that substantially affects its appearance or intended function

If your request is approved, we will provide return instructions and the next steps.

Non-Returnable Items

The following items are not eligible for return or refund:

Custom or personalized items due to a change of mind
Items with incorrect personalization details submitted by the customer at checkout
Subjective dissatisfaction not related to a verified defect
Normal variations inherent to handcrafted or custom-made products
Items returned without prior approval or outside the allowed timeframes

How to Request a Return

To request a return, please contact us at info@customurn.net within 30 days of receiving your order.

Please include:

Your order number
A clear description of the issue
Supporting photos of the product and packaging (including shipping box, if damaged)

We may request additional information to fairly assess the issue.

Return Timeline After Approval

If your return request is approved:

You must ship the item back within 14 days of receiving approval
The memorial item must be returned in its original condition, unused, and securely packaged
Whenever possible, please use the original packaging

Returns that do not meet these requirements may not qualify for a refund.

Damages & Inspection on Delivery

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect. Prompt notification helps ensure a faster resolution.

Refund Processing

Once we receive and inspect the returned item, we will notify you of the approval status.

If approved:

Refunds will be issued to the original payment method
Processing times depend on your payment provider and bank

In some cases, a replacement or remake may be offered instead of a refund, depending on the nature of the issue.

EU & UK Right of Withdrawal (Customized Goods Exception)

If you are a consumer located in the European Union or the United Kingdom, you generally have the right to withdraw from a purchase within 14 days under consumer protection laws.

However, this right does not apply to goods that are made to your specifications or clearly personalized.
Our memorial products fall under this exception, except where the item arrives damaged or defective.

This policy does not affect your statutory rights in cases of faulty or misdescribed goods.