Return & Refund Policy

​Returns

 

If you are not satisfied with your handcrafted urn purchase, you may request a return within 30 days of receiving your item. To be eligible, the urn must be unused, in its original condition, and in the original packaging. Custom engraved or personalised items are not eligible for return unless they arrive defective in workmanship or materials.

 

Refunds

 

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7 business days.

 

Exchanges

 

We only replace items if they are defective in workmanship or materials. If you need to exchange your urn for the same item, please contact us with details and photos of the issue.

 

Return Shipping

 

Customers are responsible for return shipping costs unless the item is defective in workmanship or materials, in which case the cost of return shipping will be included in the refund once approved. We recommend using a trackable shipping service and purchasing shipping insurance.

 

Warranty Information

 

All handcrafted urns are covered by a 12-month warranty against defects in materials and workmanship. If your urn develops a fault due to a manufacturing defect within this period, we will repair or replace it at no cost to you. The warranty does not cover damage caused by misuse, accidents, or unauthorised modifications.

 

How to claim a Warranty

 

To make a warranty claim, please contact us with your order details, a description of the issue, and photos if possible. We will guide you through the process and arrange for repair or replacement as appropriate.

 

Customer Responsibilities

 

• Care and Handling:

   

  • Customers are responsible for handling the urn with care and following any care instructions provided. Damage resulting from improper handling, accidents, or misuse is not covered under the warranty.

     

• Accurate Information:

   

  • Please ensure all personalisation details (such as names, dates, and messages) are provided accurately at the time of order.

  • We are not responsible for errors in engraving or customisation due to incorrect information supplied by the customer.

     

• Timely Communication:

   

  • For returns, exchanges, or warranty claims, customers must contact us within the specified timeframes and provide all requested documentation (such as proof of purchase and photos of any defects or damage)

    .

• Return Condition: 

   

  • Returned items must be in their original condition and packaging. Items that are used, altered, or damaged by the customer may not be eligible for a refund or exchange.

     

Contact

 

For any questions, to initiate a return, or to make a warranty claim, please contact us at  sales@heartwoodmemorials.com.au