Refund policy

Returns Policy & Process

We understand that choosing cremation products can be a deeply personal and emotional decision. While we hope you are completely satisfied with your purchase, we recognise that occasionally an item may not be quite right. To support you, we offer a clear and straightforward returns process for eligible products.

Return Eligibility

To be eligible for a return, the following conditions must be met:

    • Returns must be lodged within 21 days of receiving your order.
    • You must return goods with the pick slip from your original order.
    • If a discount was applied on the original order, the product value for a refund will be at the discounted rate. 
    • Items must be unused and must not have come into contact with ashes.
    • Products must be returned in their original packaging.
    • Do not attach labels directly to the product box — the boxed item must be placed inside a protective satchel or outer carton.
    • A repackaging fee of up to $25 may apply if original packaging is not included.
    • Items must arrive undamaged to be eligible for a refund.

How to Return (Australian Orders Only)

  1. Securely wrap the boxed item in bubble wrap and place it inside an outer satchel or carton.
  2. Visit Australia Post Easy Returns to create your return:
      • You will need your order number and a brief reason for the return.
      • Choose either a printable return label or a QR code to use at the post office.
    • Return postage:
      • If the return is due to our error (for example, a faulty or incorrect item), we will cover the return postage costs. 
      • For change-of-mind returns, a small fixed return fee will apply via the Australia Post Easy Returns system.

👉 Click here to access Easy Returns by Australia Post

Once your return is received at our warehouse, it will be assessed and processed within 5 business days. Our team may contact you if further information is required.

Please Note

    • We are unable to refund items that are lost in transit or not delivered to our warehouse.
    • Refunds will not be issued for items returned with shipping labels attached directly to the product packaging.
    • Any excess postage costs incurred when returns are not posted back correctly will be deducted from refund amount.

If you have any concerns or questions, please don’t hesitate to contact our friendly team — we’re here to help.

International Returns

For customers outside Australia, please contact our support team via email for assistance with international return options and next steps: premiumurns@casketsdirect.com.au