Politique de remboursement

REFUND FOR LATE DELIVERY

All products are guaranteed to be delivered within 30 business days. If you buy any product through the site, you are protected if you don't receive your order on time.

  • Full refunds are not available under the following circumstances:
  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside Cremation Urns control (i.e. not cleared by customs, delayed by a natural disaster)
  • Other exceptional circumstances outside the control of Cremation Urns
  • Unauthorized charges made to your bank account

RETURNS FOR DEFECTIVE PRODUCTS

You may return the goods for a full refund if the product:

  • Doesn’t do what it needs to do, or
  • Has a defect, or
  • Is unsafe, or
  • Isn’t durable, or
  • It doesn’t match the description.

Cremation Urns does not offer a return with a refund if:

  • You simply change your mind.
  • If product has a defect but we disclosed the defect to you.
  • If you use the product incorrectly.
  • The product you claim is not as described, but we can prove that it is.
  • The product is as described, but you no longer want it.

Request for refunds should be made within 15 business days which is a reasonable period to determine whether our products perform as expected.

Returns and refunds will be processed within 5 business days, though replacements may take up to 30 business days depending on the product and stock.

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

Additional non-returnable items:

  • Damaged products
  • Items that have been used to contain ashes

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

BUYERS REMORSE

We understand that choosing a cremation urn is a significant decision, often made during a challenging and emotional time. We strive to provide compassionate and understanding service to our customers. However, we also recognize that circumstances may change, and buyers may experience regret or reconsider their purchase. To address such situations, we have developed the following Buyer's Remorse Returns Policy:

  1. Return Eligibility:
    1. Returns due to buyer's remorse are accepted within 30 days from the date of purchase.
    2. The cremation urn must be unused, in its original condition, and with all accompanying accessories and packaging.
  2. Return Process:
    1. To initiate a return, please contact our customer service team at customerservice@ashescremationurn.com.au
    2. Provide your order number, and our team will guide you through the return process.
  3. Shipping Costs:
    1. While we empathize with the difficult nature of this purchase, shipping costs incurred for the return will be the responsibility of the buyer.
    2. If the urn was received damaged or there was an error on our part, [Your Company Name] will cover the return shipping costs.
  4. Refund Process:
    1. Once the returned item is received and inspected, we will issue a refund to the original method of payment within [X] business days.
    2. Please note that the initial shipping costs (if any) will not be refunded.
  5. Exemptions:
    1. Customized or engraved urns are non-returnable unless there is a defect or error on our part.
    2. Returns requested beyond the 30-day period may be considered on a case-by-case basis and may be subject to restocking fees.

We appreciate the sensitivity of the circumstances surrounding the purchase of cremation urns and strive to make the return process as straightforward as possible. Our primary goal is to support you during this challenging time and ensure your satisfaction with our products and services.

 

REFUNDS

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.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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 customersupport@ashescremationurn.com.au

EXCHANGES

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 customersupport@ashescremationurn.com.au

GIFTS

If the item was purchased as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING

To return your product, you should mail your product to:

Cremation Urns

W8, 9 Osprey Drive

Port of Brisbane

QLD, 4178

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.