Returns Policy

RETURNS POLICY & PROCESS

We understand that purchasing cremation products can be an emotional and sometimes stressful experience. Often, what you receive when buying online is not exactly what you anticipated. To address this, we provide a straightforward returns process for our products.

GUIDELINES FOR RETURNS

If these steps are not followed, we will unfortunately be unable to process the return.

  • Items may be returned within 21 days after you have received your delivery. 
  • All items must be unused; we cannot accept returns on goods that have come into contact with ashes. 
  • Items must be returned in their original packaging (please ensure that labels are not attached directly to the product packaging; the item and its packaging must be enclosed in a satchel or box before being returned). 
  • Items must be received by us in an undamaged state.

PROCESS

For Australian domestic orders only:

  • Wrap the boxed product securely with bubble wrap and place it in an outer box or satchel to ensure safe transportation. 
  • Follow the link below to Australia Post Easy Returns to book your return and receive either a printable label or QR code to scan at the post office for your package. Please note: when completing the return online, you will need to provide your order number and a reason for the return. 
  • If the return is due to our error (e.g., defective product or wrong item received), we will cover the return shipping costs. Otherwise, you will need to pay the small fixed return fee on the Australia Post website.

Click here to open Easy Returns by Australia Post

Your return will be processed once it is received at our office. A team member may reach out to you if there are any questions concerning your return.

Please allow 5 business days for our team to complete this.

Returns that are not delivered to our address or are considered lost in transit cannot be refunded.

Items returned with labels attached to the product packaging cannot be refunded.

If you have any questions about this process, please contact our friendly team directly.  

 

INTERNATIONAL CUSTOMERS

Please email our customer support team with any queries about your order.