Returns & Refund Policy

Last Updated: August 2026

At Cremation Urns Ashes, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns & Refund Policy below. This policy does not affect your statutory rights under applicable consumer protection laws.

1. Returns Eligibility

We accept returns for refunds or replacements within 30 days of receiving your order, provided that the item is unused, in its original condition, returned with all original packaging and accessories, and has not been altered, engraved, damaged after delivery or misused. Returns that do not meet these conditions may be refused or may only qualify for a partial refund where permitted by law.

2. Refunds

Once your returned item has been received and inspected, we will notify you by email. If approved, refunds will be processed to your original payment method within 14 days of receiving the returned item or satisfactory proof of return where applicable.

3. Replacements

Eligible customers may request a replacement instead of a refund within 30 days of receiving the order, subject to stock availability. If unavailable, we will offer a full refund or a suitable alternative with your approval.

4. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If it arrives damaged, faulty, defective, incorrect or not as described, contact us within 48 hours with your order number, a description of the issue, and clear photographs of the product and packaging. Once verified, we will arrange a replacement, full refund, or another appropriate resolution at no additional cost.

5. International Orders

International orders are not eligible for returns, refunds or replacements due to a change of mind. Returns or replacements are accepted only if the item arrives damaged, faulty, defective or incorrect. Please contact us within 48 hours of delivery with photographs and your order details.

6. Personalised & Engraved Products

Personalised, engraved or custom-made products cannot be returned unless they arrive damaged, are faulty, incorrectly supplied, or contain an engraving error made by us. Your statutory rights remain unaffected.

7. Return Shipping Costs

We offer FREE returns for all eligible UK orders. If your return request is approved, we will provide a prepaid Royal Mail return label or QR code at no additional cost.

For all eligible international returns, customers are responsible for the cost of returning the item. We recommend using a tracked postal service, as we cannot be held responsible for items lost during return transit. If the return is due to a damaged, faulty, defective or incorrectly supplied product, we will, after verification, either send a replacement at no additional cost or issue a full refund, including any applicable return shipping costs where required.

8. How to Return an Item

Before returning any item, please contact Customer Support with your order number, your name, the reason for return and photographs where applicable. Once approved, we will provide return instructions.

9. Return Address

Cremation Urns Ashes
Unit 1 Brewery Mews Centre
St John's Road
Isleworth
TW7 6PH
United Kingdom

10. Items That Cannot Be Returned

Personalised or engraved products, custom-made products, used products, items damaged after delivery through misuse, and items returned without prior authorisation where this prevents processing cannot normally be returned. These exclusions do not affect your statutory rights for faulty goods.

11. Contact Us

Telephone: 020 8004 6667
Email: cs@cremationurnsashes.com
We aim to respond to all enquiries within 1 business day.