Returns Policy

Returns Policy & Process

We understand that choosing cremation products can be a deeply personal and emotional decision. Occasionally, items purchased online may not meet expectations. To support you, we offer a straightforward returns process for eligible products.

Return Eligibility

To ensure we can process your return, please follow these guidelines:

• Returns must be lodged within 21 days of receiving your order.
• Items must be unused and not come into contact with ashes.
• Products must be returned in their original packaging. Do not attach labels directly to the product box—place it inside a protective satchel or outer box.
• 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. Wrap the boxed item securely in bubble wrap and place it in an outer satchel or carton for safe return.
2. Visit Australia Post Easy Returns to create your return:
   • You’ll need your order number and a brief reason for the return.
   • Choose to receive a printable return label or a QR code for use at the post office.
3. Return postage:
   • If the return is due to our error (e.g., faulty or incorrect item), we will cover the return cost.
   • For change-of-mind returns, a small fixed return fee will apply via the Australia Post site.

Click here to access Easy Returns by Australia Post

Once received, your return will be processed within 5 business days. A team member may contact you if further information is needed.

Please note:

• We cannot refund items lost in transit or not delivered to our warehouse.
• Refunds will not be issued for items returned with shipping labels stuck directly on the product packaging.

If you have any concerns, please reach out to our friendly team — we’re here to help.

International Returns

For customers outside Australia, please email our support team for return assistance and next steps.