If you have a custom requirement, connect with us at - [email protected]
Returns & Exchange Policy:
For all returns and exchanges please contact us directly by emailing [email protected] or calling 03 7035 9477. We require products for exchange or return to be unused with no damage. It must be returned in its original packaging to be accepted. Shipping cost is to be paid by buyer in all cases unless product is heavily damaged during the transit.
All returns, exchanges, and shipping damage claims must be made within 14 days upon receipt of your order for a full refund. Products returned after 14 days, for up to 30 days after receiving your package, will be charged a 15% re-stocking fee and shipping paid by customer.
After 30 days no products will be accepted for return or exchange.
Only normal postage is refunded even if the parcel is returned via express.
Minor Scratch or Minor Paint Issues
All our urns are hand made products and all attention have been paid on manufacturing process. Minor scratch or paint issues are not considered as defects and buyer has to pay the cost of return. Only broken or fully damaged products are qualified for the waiver of return shipping cost. A full view of the defect is to be shared before returning the product.
For Customers Paying Via PayPal
You need to request refund via your PayPal account. Once we received the item returned, we shall approve your refund. Just a quick reminder – all shipping costs are to be paid by the customer.
Personalised items can not be returned
Please note: personalised products cannot be returned. This includes products that have been engraved as well as products that have been specialised with unique images, and products that have been custom manufactured.
Once the artwork or sample has been approved, the engraved or custom items may not be returned.
If a product arrives damaged, contact us immediately and we will send a replacement urn as soon as possible, as well as directions for returning the damaged urn to us.
Occasionally postal company require one of their associates to view the damage claimed before returning the products to us, in which case we would ask that you hold onto the urn before sending it back to us.