If you have a custom requirement, connect with us at - [email protected]

Refund and Returns Policy

3 Day Buyer Pays Return Postage

You must return items within 3 Days after you receive the item in its original packaging and in the same condition as when you received them. If you don’t follow our item condition policy for returns, you may not receive a full refund.

Be assured you can always request a return if the item’s not up to scratch

If the item arrives faulty or damaged, or doesn’t match the listing description, you can return it – regardless of the 3 Days buyer pays return postage. If the item arrives faulty or damaged, click a photo and send it to [email protected] and Urns for Sale pays return postage.

If the item you’re returning isn’t in the same condition as it was when you received it, or if it gets damaged in transit – Urns for Sale in such condition may only provide you a partial refund.

Use Tracking to Return Items

Once Urns for Sale accepts your return request, you need to send the item back by the date specified in the return request, using tracked postage. For items with a total cost of $750 or more, we require a proof of signature to confirm delivery. Remember to add the tracking information to the return request.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once your return is approved then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items or special promotion items

Only regular priced items may be refunded. Sale items or promotion items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we shall advice the return process.

Your Right to Return

As an Australian consumer, you have a legal right to return items purchased from a business and to receive a repair, replacement or refund if the items:

  • Are faulty or develop a fault within a reasonable period of time after purchase
  • Aren’t fit for purpose
  • Don’t match the seller’s description or sample
  • Are of unacceptable quality; or
  • Fail to meet other mandatory consumer guarantees under the Australian Consumer Law.

You may be required to return the goods and to provide proof of purchase. Remember, your rights to a return, replacement or refund for faulty or non-compliant goods are in addition to any other rights under the seller’s return policy or any warranty that comes with the goods.

Consumer guarantees don’t apply if you:

  • Simply changed your mind, found the product cheaper elsewhere, or decided you don’t like or need the product
  • Misused a product and have caused or contributed to the failure of the goods, for example, by damaging or misusing the goods.

Note: This information is general in nature and is not intended to constitute legal advice. Please visit the ACCC website for more information about consumer guarantees and your rights.

Need help?

Contact us at [email protected] for questions related to refunds and returns.